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The Many Voices of Customer Experience

CX Journey

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. Both of them?

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity. And then.

The customer feedback experience – an experience not to be taken for granted!

ijgolding

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Grow Your Business through the Power of Listening to Customers

CX Journey

Berry Are you listening to your customers? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles. customer experience employee experience innovation journey map raving fans voice of customer voice of employee

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? Trust in the Journey to Customer Centricity. And your rational mind?

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

The same can be said of customer centricity. 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. Decide on Your Ideal Customer. Taking Action.

Listen with the Right Intent

CX Journey

Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? And in the customer conversation, that part is often missing. You''re also better able to understand their questions or issues and address those or point customers in the right direction to get the issues resolved. Stephen R. Unfortunately, this is so true. Bryant H.

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. There is usually one of those, whilst many businesses may be confident that they are indeed ‘measuring’ the Customer Experience, my overwhelming concern is that too many are doing so badly. However….

Are You Putting Marbles in a Bowl?

CX Journey

Probably the most important component of listening to the voice of the customer is acting on what you hear. When we ask customers for feedback, it''s imperative that we make the most of that conversation. survey design surveys voice of customer voice of employee Image courtesy of frscspd Are you listening to act - or are you just putting marbles in a bowl?

The Other Golden Rule

CX Journey

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. The knowledge and the fact that listening to their customers is paramount to delivering a great customer experience. Customers have the power. I disagree. The other one.

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Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee". Customer Insight (inc VoC) employee engagement listening listening to the customer Voice of the Customer

Voice Of The Employee Can Cure Broken Customer Experiences, But You Need An Effective Program To Mine It

Forrester

Last week, many of our customer experience (CX) analysts -- including me and my colleague Sam Stern -- were glued to their computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25% of CX professionals say their companies'' CX programs actually improve customer experience. And those root causes lie in the customer experience ecosystem. This is why companies need to add voice of the employee.

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

Listen to the Voice of the Partner It’s easy to get so wrapped up in listening to our customers and employees that we forget to listen to another key constituency: Our partners. These partners deserve a voice, as well, and that voice should be acted upon tactically and woven into the corporate strategy just like we do with customer and employee feedback.

The Best Customer Experience Strategies Are Invisible

PeopleMetrics

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. Depending on your organization, you may have to sit through meetings, phone calls, demos, conferences, and discussions—before your effort reaches a single customer. Let''s dive in.

Do Your CX Improvements Rob Peter to Pay Paul?

CX Journey

Image courtesy of HuffPos t When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? The purpose of the new dress code is to help customers more-easily identify employees. I started to ask some questions: Is there perhaps a misguided focus on what''s important to the customer? George Bernard Shaw.

How to Navigate Toward Customer Centricity

PeopleMetrics

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. In contrast, your customers and clients are incredibly lightweight and agile. Use customer and employee feedback to make minor corrections.

Voice of employee can cure broken customer experiences but you need an effective program to mine it

Forrester

Last week, many of our customer experience analysts - including me and my colleague Sam Stern - were glued to their computer screens, watching a presentation by a big bank. They had introduced a tool to capture and manage ideas from their employees on how to improve the customer experience. This presentation mattered to us because only 25% of CX professionals say their companies'' CX programs actually improve customer experience. And those root causes lie in the customer experience ecosystem. This is why companies need to add voice of employee s.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee". Customer Insight (inc VoC) employee engagement listening listening to the customer Voice of the Customer

Voice of the customer: Your 4-point action plan

Customer Bliss

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly? Voice of the Customer Step 1: Data. Be the customer. I won’t.

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Everything you do is (for the) customer experience. Isn't it all customer experience? Weird, no? Isn't it?

How Analytics Technology is Changing the Contact Center

Calabrio

That’s 200B+ minutes of your customers telling you who they are and what they want. Why are so many organizations letting their customer voice just sit there, boxed up on the shelf, instead of putting this data to work to drive proactive change? Just as bad: 52% of contact centers don’t share customer intelligence with the rest of the enterprise. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. They’re giving sales an invaluable understanding of what their customers want.

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox? After all, you are in business to create and to nurture customers.

15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys. customer experience customer experience journey journey map

The Most Important Rule of Journey Mapping

CX Journey

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right? Stay tuned for that.)

How to Embed a Customer Experience Framework 

ijgolding

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 November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. Do you know what you are supposed to be doing for your customers?

Outside-In vs. Inside-Out Thinking

CX Journey

Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into consideration. You make decisions because you think it's what's best for the business - not for customers. Here are some tips.

Leadership behaviors required to create a customer-focused culture

NewVoiceMedia

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line. To be truly customer focused, arm your team with skills that put the customer first. Customer Service

What marketers can learn from #fakenews

AskNicely

It’s a fancy term for the Boss’ simple concept – getting existing customers to talk about your company and your products. This not only gives your marketing much greater reach at a lower cost but, more importantly, by adding the customer voice to your marketing, you add a whole level of social validation. Is this true? Well, no. It’s my little contribution to Fake News.

3 Steps to Better Customer Service Using Social Listening

Talkwalker CE

Customers and clients are the lifeblood of every business. Social networks have brought customers closer to businesses than ever before but this hasn’t made looking after their needs any easier and in fact it’s probably made it more difficult. Here is a quick look at 3 steps to improving customer service using social listening : 1. Notify relevant departments in real-time.

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE).

Why New Customer Rewards Stink For The Rest Of Us

360Connext

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. So much for caring about customers.” Probably. I felt taken.

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. The voice of the member is heard and incorporated into all we do. this impact the customer and his experience? Customers evolve.

Voice of the Employee (VOE) – Would you give your employees a seat at the board table?

ijgolding

An organisation that contains people who are only able to fulfil tasks is one that will be unable to adapt to the changing needs of its customers. Their employees operate like automatons – engaged with doing their job, but unlikely to be an advocate of their company and its customers. To state the blindingly obvious, organisations cannot exist without their customers.

Using data to improve customer experience – Ian Golding interview with ReachForce

ijgolding

I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me.

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Is Your Customer Experience the New Normal?

CX Journey

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. what would the customer say? Unchangeable.

Journey Maps: Not an Exercise in Futility

CX Journey

You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. I’m assuming that you’ve started with what we call an assumptive map , which is created by internal stakeholders, without customer input. The map must include more than just what the customer is doing, thinking, and feeling. You put it on the wall.

Are you really listening to your customers? The importance of connecting with your customers through conversation

ijgolding

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. But what does being connected to your customers look like?