In 2014, Gartner published a survey in which 89% of the responding companies said that by 2016 they expected to compete mostly on the basis of customer experience. However, a recent article in Forbes noted that ‘although 93% of senior executives stated that improving customer experience is one of their company’s top three priorities in […]
Kampyle is excited to announce the launch of the NebulaCX Experience Optimizer.
The NebulaCX Experience Optimizer is a unique and powerful technology that combines Web analytics with Voice of Customer data, providing unparalleled insights into customer behavior, satisfaction, and sentiment.
Web analytics is widely used across all industries and has become a standard technology used by most […]
The 2016 Voice of Customer Toolkit: All the Resources You Need to Launch a Successful Voice of Customer Program
Over the past few years, a dramatic shift in the balance of power between customers and brands has taken place; customers have become more knowledgeable and more empowered. They expect a stellar experience in every interaction, and an ever increasing range of communication channels allows them to publicize whether or not they have received it. […]
As we wrote in our previous blog post, Voice of Customer: the Two Key User Engagement Types, A Voice of Customer (VoC) program allows your company to systematically engage with, and listen to, your customers.
In this blog post we are going to review some of the effective ways you can use to engage your users […]
A Voice of Customer (VoC) program allows your company to systematically engage with, and listen to, your customers. When done right, VoC provides unparalleled insights into your users and customers’ wants, state of mind and perception of your brand and service.
As you approach designing interactions and engagements with your users across various customer journeys and touch points, you […]
You’re ready to begin your Voice of the Customer program – you have the tools to start implementing, but where do you begin? Many companies suffer from failure to launch because they aren’t sure of the first steps they should take or because they feel the program will take too long to get off the […]
When it comes to listening to customers – we practice what we preach. Collecting and analyzing our own customer feedback was a critical part of our planning process for our new version. Our customers consistently asked for a simpler, more flexible solution and with NebulaCX, our new Voice of Customer platform, we deliver a far […]
In a recent post, “Customer Experience KPIs – Which Ones Are Right For You?” we discussed the importance of choosing which customer experience KPIs could help you measure your unique company goals. It’s imperative to benchmark your improvement activities in order to boost results for your company’s growth strategy and increase customer experience. According to […]
Today, everyone recognizes the link between customer experience and long-term loyalty. Companies have a real opportunity to solidify relationships with existing customers by providing a great experience every time. The benefits are tremendous – on average, loyal customers are worth up to 10 times as much as their first purchase.
To boost loyalty, more and more […]
Being responsive from a customer support perspective is critical to both solidifying customer loyalty and efficiently running a business. Any actions you can take to reduce wait time, speed resolution times and provide a better experience throughout the process will have a tremendous impact on customer satisfaction ratings, NPS scores and ultimately – sales.
Providing a […]