Lumoa's Customer Experience Blog
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What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.
Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.
In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.
What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.
New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.
Find out what it takes to create effective customer surveys and start sending customer surveys right away!
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings.
There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.
Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!
Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs.
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World.
What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.
Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company.
Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation.
Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.
Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
Find out how HubSpot build an amazing customer-centric company culture. Together with many other startup stars like Slack or Intercom, HubSpot’s engine of growth has been extraordinary relationship with their users and customers.
Read about 4 new ways to deal with negative customer feedback and unhappy customers on strategic level. Find out how to address customer feedback quickly and efficiently and encourage customer feedback from your promoters and detractors.
Find how to deal with negative feedback and your upset customers, learn to turn your detractors into your greatest advocates and promoters.
Finnish SaaS company Lumoa, which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland.
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Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.