ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Assailing Customer Experience Assumption Silos.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

Strativity

JANUARY 18, 2018

The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. These goals and definitions will make it easier to determine the type of customer consultant you need. Project completion? Profitability? That is their sweet spot.

Consulting 40

Consulting Customer Experience Customer Journeys How To 40

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Consulting 80

Consulting Customer Experience Self Service Contact Center 80

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 182

Survey Social Media Contact Center Call Recording 182

Beyond Philosophy

JULY 16, 2022

Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 157

Consulting Survey Voice of Customer Financial 157

InMoment XI

JANUARY 10, 2023

So, let’s return to our original question: The role of a CX manager is to determine, implement, and refine the CX technology and vision required to see the entire customer journey from the customer’s perspective. Build text analytics dashboards and reports that are customized for each team (support, success, Product, etc.)

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. appeared first on CX Consulting.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, why are they like that?

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy. Engaging with Voice of Customer Data. So, What Should You DO about This?

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). Read Full Article.

Voice of Customer 80

Voice of Customer Consulting Customer Satisfaction Groups 80

InMoment XI

FEBRUARY 12, 2024

Some of these may be: Who specifically will provide implementation and strategic consulting services? Which customers can we speak to about your services? To sum it all up, integrated CX focuses on three key drivers that help businesses improve their bottom line. Will we be charged for survey responses?

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Customer Interactions

JULY 7, 2015

For me, the unique value of consulting services supporting CEM software is the ability to distil huge quantities of customer data into the ‘so what’ that drives progressive business change around the Voice of the Customer.

Voice of Customer 28

Voice of Customer CEM Consulting Software 28

Customer Bliss

JUNE 6, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including: travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom. Click To Tweet. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Beyond Philosophy

JANUARY 12, 2022

16:07 We hear a story about iRobot, which inspired Goebel’s article and fueled his fascination for what was possible with the VoP from a customer service perspective. 20:23 Ryan and Goebel discuss how the Voice of Customer and the VoP can work together to provide lots of valuable insight and facilitate faster response times.

Consulting 78

Consulting Voice of Customer Financial Trends 78

Wootric CX Blog

DECEMBER 2, 2019

“We understand that CX champions must show ROI on their investment in voice of customer technology. They want insight into the customer journey without burdening customers and end users with cumbersome surveys. 1] Walker Consulting, The CEO View of CX. [2] 2] Gartner.com, How to Measure Customer Experience.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 70

CEM Marketing Voice of Customer Video 70

Second to None

SEPTEMBER 25, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Feedbackly

MARCH 10, 2023

Feedbackly, the other partner of this collaboration, is a customer feedback platform that helps you to attract and retain more customers with automated CX software, education, consulting, and industry-leading knowledge. Feedbackly is also the only CXM solution that measures customer emotions.

Touchpoint 52

Touchpoint Feedback Net Promoter Score Effort Score 52

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.

Measurement 104

Measurement Airlines Survey Voice of Customer 104

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Report 59

Report Measurement Voice of Customer Leadership 59

Second to None

FEBRUARY 4, 2020

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Centricity 118

Customer Centricity Report Voice of Customer Retail 118

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

JULY 9, 2018

Customer has never been more important in business than now and you can see board level representation of ‘voice of customer’ in many top flight organisations. Bernard Page is an independent marketing consultant, trainer and portfolio marketing director with The Marketing Centre.

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Second to None

MARCH 13, 2018

However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs. Our solutions are developed on the basis of solid research and statistical science.

Measurement 59

Measurement Voice of Customer Customer Centricity Analytics 59

Second to None

MARCH 20, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

MAY 1, 2021

If companies don’t figure out what the future of their experience looks like pretty quickly, they face the grim reality that they will be watching from across a chasm as their profits and customer-driven growth fall into it in 2021. Follow Colin on Linkedin and Twitter.

Customer Expectations 60

Customer Expectations Consulting Conference Analytics 60