Identifying a customer pain point is only the first step. Knowing that a problem exists is not always enough to solve it. An increase in complaints, a drop in satisfaction, or negative reviews can all signal an issue. Behind these symptoms, there are often several underlying causes: a…
What if your most satisfied customers became your best ambassadors… to generative AI? That was the question at the heart of the roundtable organized on September 24 by viavoo, Le Sphinx and Soft Concept: “Very Satisfied… but Silent: How Can You Turn Satisfaction Data into a Driver of…
Not all artificial intelligence is designed to analyze the Voice of the Customer. When a company needs to leverage thousands, or even millions, of verbatims from different sources, it needs technology capable of understanding language, structuring data, and generating consistent analyses over time. This is the role of…
Why Customer Churn Is Rarely a Sudden Event Contrary to common belief, a customer almost never leaves overnight. The decision to leave is usually preceded by weak signals: comments in a review, frustrations expressed to customer support, negative responses to a satisfaction survey, or remarks posted on social…
Measuring customer satisfaction is a strategic priority for any company that wants to improve the experience it delivers and strengthen customer loyalty. Among the most widely used indicators, the NPS (Net Promoter Score) plays a central role. Simple to measure, easy to interpret, and widely recognized, it is…
Companies today have access to a colossal volume of customer and product feedback: surveys, online reviews, support emails, social media conversations… Yet very few truly succeed in unlocking the full potential of this data. The challenge is no longer just to collect information, but to extract reliable, actionable…
In an increasingly competitive economic environment, customer satisfaction is no longer just a relational indicator. It has become a major strategic lever, directly correlated with loyalty, engagement, and ultimately, economic performance. Every positive interaction strengthens the customer relationship. Conversely, every unresolved friction point represents a risk of disengagement…
In the digital age, where do stakeholders truly express themselves? 🌐 Today, feedback no longer comes exclusively from customers. It comes from: Customers (surveys, online reviews, emails, social media, conversations…) Product users (marketplace reviews, post-purchase comments, support tickets…) Employees (internal barometers, HR feedback, engagement surveys, managerial verbatims…) Everyone…