InMoment XI

JUNE 21, 2022

In the last keynote of the day, the CEO of JAX Tyres & Auto , Steve Grossrieder, described how their business is layering together voice of customer, voice of employees, and even voice of franchisees for a complete view of the customer journey.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

PeopleMetrics

JANUARY 14, 2015

Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. If we boil it down to its essence, there’s a five-step process to customer centricity. Customer-centric cultures aren’t built overnight.

Customer Centricity 48

Customer Centricity Culture Case Study Leadership 48

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

ShepHyken

FEBRUARY 4, 2020

Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. Positive change within customer experience and company culture must start from the top.

Culture 128

Culture Customer Centricity Employee Engagement Customer Voice 128

Zeisler Consulting

AUGUST 10, 2020

One common factor of successful programs, however, is that, much as with the offerings of your organization themselves, you meet your Customers where they are: Different segments require different vehicles for VoC; and even within those segments, different points along the journey require different methods of determining the Customers’ voices.

Culture 93

Culture Customer Centricity Exercises Strategy 93

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Customer Bliss

MAY 17, 2019

With this experience and insight, she knew she’d be able to scale the business and focus on how Workshare’s services can truly benefit the customer. Eleanor’s goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team. Create a Customer-Focused Culture .

System 131

System Customer Success How To Customer Voice 131

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

CloudCherry

JANUARY 22, 2020

McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

How To 243

How To Social Media Analysis Feedback 243

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. We’ll think about our culture at another time. One big problem.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Even better: start with the first day you start your company.)

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

SurveySparrow

JULY 27, 2023

Act on Customer Feedback: Establish a feedback loop by acknowledging customer input and implementing changes based on their suggestions. Share Insights Across Teams: Disseminate insights across departments to drive a customer-centric culture throughout the organization. How Do You Get a Good Customer Voice?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

Doing CX Right

JANUARY 12, 2020

Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. Positive change within customer experience and company culture must start from the top.

Culture 52

Culture Customer Voice Customer Experience Sales 52

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

ClearAction

DECEMBER 16, 2017

This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. New starters are often surprised at how important focusing on the customer is to us and how good Amazon is at doing that. …

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

ClearAction

DECEMBER 12, 2017

This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. New starters are often surprised at how important focusing on the customer is to us and how good Amazon is at doing that. …

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

Confirmit

MARCH 17, 2020

As well as continuing to maintain our high standards of customer service and professionalism, our commitment to securing your data remains unchanged. The importance of safeguarding the confidentiality of our clients’ data is embedded in our culture, as is the critical nature of ensuring full availability of our platform.

Customer Voice 52

Customer Voice Culture Measurement Meeting 52

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? what would the customer say? what would the customer think of that? how would that make the customer feel?

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Journey

OCTOBER 25, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, you should really be using all of them. When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: 'If the customer were here, what would she say?'

Tools 80

Tools Customer Journeys Customer Centricity Touchpoint 80

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Even better: start with the first day you start your company.)

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Confirmit

APRIL 12, 2018

And in today’s diverse global business environment, research firms depend on translation services to bridge the linguistic and cultural gap ensuring the accuracy of your global research data. Voice of the Customer Voice of the Employee Market Research. Researchers know that accurate results depend on accurate data.

Customer Voice 40

Customer Voice Culture Survey Data 40

Help Scout

AUGUST 31, 2021

You’re an A+ listener and communicator with the ability to synthesize feedback and be the customer's voice to help your teammates become better marketers, designers, builders, and more. You are eager to spend your days speaking with customers on the phone, via email, and through chat.

Examples 94

Examples Social Media Customers Customer Service Representative 94

Customer Bliss

APRIL 27, 2018

This customer observation leads to the identification and understanding of moments where you need to be deliberate and deliver a reliable experience for customers they may not be able to articulate. Leaders’ connection to customers change when they are involved in these fearless conversations. When was it last completed?

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. Cultural Conflict. Customer Experience Metrics.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Confirmit

JULY 27, 2020

“We have a data-driven culture. Voice of the Customer Voice of the Employee Case Studies. The ethics survey, run on Confirmit Horizons allows the Ethics team to listen to employees and provide avenues for them to start conversations whenever they feel that there is a danger of ethics being compromised.

System 52

System Case Study Survey Touchpoint 52

Confirmit

JUNE 10, 2020

While we have flexible working, and many permanently-remote workers who are key team members, we operate with what is mostly an office-based culture. Voice of the Customer Voice of the Employee Market Research Company. We closed our offices around the world on 13 th March and they have stood empty ever since.

Transportation 52

Transportation Course Retail Customer Voice 52

Help Scout

SEPTEMBER 2, 2021

Beyond that, it will also set the stage for how your company treats support, explain what kind of culture you have, and differentiate you from other places candidates might apply. For instance, if there are exciting aspects about how your company is structured or things within your culture that are unique, this is the place to mention them.

Examples 102

Examples How To Culture Tools 102

Second to None

SEPTEMBER 7, 2018

Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action. Brands that have a long timeline of great social media service are proving to these digital communities that customers voices deserve to be heard.

Brands 63

Brands Social Media Retail Voice of Customer 63

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40