PeopleMetrics

OCTOBER 28, 2020

What role does a Voice of Customer (VoC) program play in a customer-centric strategy? your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Most companies say they’re “customer-centric,” but what does that actually mean?

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

Customer Bliss

OCTOBER 3, 2019

In this insightful episode, Leslie and I chat about team development and the importance of getting your house in order to bring the utmost value to your clients and partners. Leslie explains that at Citi Retail Services, they were facing challenges in customizing marketing programs for each client.

Culture 147

Culture Customer Experience Retail Resources 147

Customer Bliss

OCTOBER 17, 2018

CustomerExperience #CX Click To Tweet. Yes, you know your CEO needs your help, but you also need their insights to help lead your work. CX #CustomerExperience Click To Tweet. He was able to actualize that he and his team could really impact the customer experience and be a deciding factor in whether customers leave or stay.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

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? Do this first.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

SurveySensum

SEPTEMBER 30, 2019

It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. Leverage the power of AI technology in CX: Invest in CX technology to get insightful customer data, find an AI-enabled experience management to humanize CX for your customers to reduce churn and drive loyalty.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Customer Bliss

DECEMBER 14, 2018

I encourage you to check out the original show notes to find even more of Amanda’s great tactics and insights. CustomerExperience #CX Click To Tweet. With Organizational Maturity Comes Increased Responsibilities. Formalize and Operationalize your Customer Experience Internally.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

FEBRUARY 8, 2019

The people who know about this program are incredibly loyal to it, but not enough people know about it. Ben says: “The first one is undervaluing data and true insights because as a creative guy, it’s great when it can’t be measured and all you get to say is it feels right. CustomerExperience #Listening Click To Tweet.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

ECXO

MARCH 24, 2024

This data, when analyzed, provides deep insights into the customer’s preferences, enabling brands to cater to their needs more effectively. Every click, every search, and every purchase a customer makes generates data that can be insightful for brands. Where does this data come from?

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

Oracle

APRIL 12, 2018

Canine Therapy Corps is a Chicago-based non-profit that offers animal-assisted therapy programs. Much like the technology the Elgin street sweeper used, the glasses displayed 3D renders of the motorcycle, enabling insights into the technical aspects of the bike we ordinarily would not be able to see. pic.twitter.com/5Q0Xxw0znT.

Hospitality 75

Hospitality Innovation Technology Communication 75

Oracle

OCTOBER 27, 2020

This virtual event is free to attend, with planned content including insights from Oracle Chairman and CTO, Larry Ellison, and other industry leaders on maximizing the value of every customer interaction by harnessing data to deliver the right message to the right customer at the right time. PT to talk about the future of CX.

Social Media 40

Social Media CRM Sales Groups 40

Russel Lolacher

JUNE 15, 2021

cx #customerexperience. Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. You call it processing time. The customer sees it as wait time. Try it and see. #cx Is also: You call it churn.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Pointillist

AUGUST 18, 2021

For example, more than three quarters of underperforming teams said their CX measurement program is too immature or altogether non-existent. And so focusing on something like retention rate is a great indicator of how well the CX program is working. There are several other findings that likely contribute to this. Take it away, Ian.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40