InMoment XI

JUNE 21, 2022

2: Instead of Collecting More and More Data, Take Action On the Data Your Already Have. The CX industry has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? What kind of data?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Data 200

Data Leadership Customer Voice Customers 200

InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Data 200

Data Leadership Customer Voice Customers 200

InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Data 200

Data Leadership Customer Voice Customers 200

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Lumoa turns the traditional approach upside down.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Lumoa

NOVEMBER 3, 2022

We recently had a webinar hosted by That Cool Man Garen, where he covers the Lumoa Integrations Hub and how it can be used to pull over your own data, your competitors data, and own the market! This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in.

Analytics 208

Analytics Knowledge Base Analysis Feedback 208

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

ijgolding

APRIL 4, 2016

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? Get a free data assessment from ReachForce today. Apart from it being in my genes….

Data 120

Data Customer Experience Effort Score Measurement 120

Lumoa

SEPTEMBER 2, 2022

Lumoa offers a way to close the loop with your customers by using the Events page. Immediately identify the customer voice that has yet to be heard. We want it to be clear who is doing what actions in Lumoa, what data is being shared, who it’s being shared with, etc. See who is taking action on feedback.

Knowledge Base 208

Knowledge Base Feedback Customer Voice Survey 208

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale.

Healthcare 124

Healthcare Customer Centricity Customer Voice Employee Engagement 124

Lumoa

NOVEMBER 7, 2022

In fact, personalization is becoming so ubiquitous that customers rarely notice when it’s done right, but are put off when it’s missing or done wrong. #3 3 CX insights are captured in real-time Organizations can’t rely on annual or bi-annual survey data anymore… customers expect change much faster.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

InMoment XI

DECEMBER 29, 2022

InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle. Review and reputation management are central components of a broader customer experience ecosystem.

Analytics 260

Analytics B2B Guidelines Software 260

ERDM

JULY 24, 2017

Noted Tombalakian, “Arden Insiders transformed how we are making many decisions…this is critical because they can weave [the customer] point of view through all stages of product or program development rather than just key junctions.”.

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

Talkdesk

DECEMBER 6, 2017

Leading companies are making a rich set of APIs available; enabling an ecosystem of value-added capability derived from contact center data. This API platform ultimately enables solutions to be available in an easy-to-access marketplace where customers can discover, try and buy the latest innovations.

Customer relationships 40

Customer relationships Customer Voice Contact Center Management 40

SurveySparrow

JULY 27, 2023

Design Surveys for Actionable Data Craft well-designed surveys that focus on specific aspects of your business. Collect and Analyze Data Once you have collected feedback, it’s time to analyze the data. Implementing a successful voice of the customer program comes with its fair share of challenges.

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

Lumoa

MARCH 10, 2022

Customer feedback is what your customers are telling you about your product. That seems obvious, but it’s easy to fall into the trap of thinking customer feedback is just a measurable score.   Your customers aren’t numbers or data, they’re people. It’s how you listen in to hear what they’re thinking. 

Feedback 236

Feedback Marketing Social Media Effort Score 236

Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. Ideally, this would allow for customer voice recognition, meaning that users may speak their request rather than type it. Data privacy issues. A major concern for customers is the privacy of their data.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Kustomer

AUGUST 19, 2021

This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future. What Is Voice of the Customer? Voice of the Customer (VoC) is the process for analyzing customer needs, and using them to inform your customer service strategy.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

ChurnZero

JUNE 14, 2023

As the CEO and co-founder of a customer success software platform, I believe the SaaS and subscription businesses that have activated the transformative power of customer success, and the compounding effect of net revenue retention (NRR), could now be the best placed to weather 2023’s downturn and emerge stronger on the other side.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 200

Survey Social Media Call Center Customer Voice 200

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 200

Survey Social Media Call Center Customer Voice 200

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 200

Survey Social Media Call Center Customer Voice 200

CloudCherry

JANUARY 22, 2020

Ignoring the voice of the employee (VoE). Focusing entirely on data collection but no analysis. Struggling with siloed data. Not Monitoring Changes in Customer Perception. McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.

How To 243

How To Social Media Analysis Feedback 243

CloudCherry

JANUARY 21, 2020

As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization. Employees at every level expect to listen to and learn from customers often. The bad news?

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. When was it last completed?

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Calabrio

SEPTEMBER 21, 2016

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? In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Education Services Group

OCTOBER 31, 2023

With that framing, I’ve compiled what I imagine is a pretty typical wish list from the point of view of a CSM: A Customer Success Manager’s Wish List: What Fuels My Success Customer Information: Enriched Insights : Empower me with rich customer data, from contact info to personas, renewal dates, contract specifics, and updated customer notes.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. data that aren’t applied in meaningful ways. Why are so many customer feedback programs so inefficient?

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. How do you estimate the ROI of Customer Experience? Still, only partially convinced?

ROI 259

ROI Customer Experience NPS Financial 259

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 the Business (VoB) includes financial and operational metrics.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

PeopleMetrics

NOVEMBER 9, 2021

In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Marketing 71

Marketing Customer Experience CEM Feedback 71

Kayako

JULY 30, 2018

What content are your customers asking for when they come to your website or when they are talking speaking with your customer success and support teams? Are you capturing this data? If not, what’s holding you back from these powerful opportunities to engage with your customers? If so, how are you acting on it?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

Customer Bliss

MAY 17, 2019

Know when your customer is going live, know when it’s time to renew, figure out ways to provide value to them and keep them apprised of the best ways to use the system. The Customer Engagement Chart showcases how the teams able to look at data to analyze potential churn. What Do You Know Now That You Wish You Knew Then?

System 131

System Customer Success How To Customer Voice 131

ClearAction

APRIL 16, 2024

In-tune practices have magnetic attraction for existing and new customers, partners, employees, and investors. Better measurement is urgently needed for higher quality data. Mainstream Voice of Customer practices are hurting data quality, which reduces buy-in, engagement, credibility, and CX job tenure.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

CSM Magazine

JULY 29, 2021

Addepto is one of the top data science and AI consulting companies operating in over 12 countries. In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development.

Social Media 98

Social Media Financial Consulting Analytics 98