Experience Investigators by 360Connext

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Alida

JUNE 10, 2020

Customers expect them to do things differently and by listening closely to customers and adapting quickly, they’re able to stay one step ahead of their competition. Virgin Money UK is not a traditional bank.

Banking 189

Banking Customer Expectations Customers Customer Experience 189

Storyminers

APRIL 24, 2021

The post Listening to Your Customers’ Unmet Needs appeared first on Storyminers.

Customers 130

Customers 130

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Social Media 120

Kustomer

AUGUST 26, 2022

Podcasts offer listeners the flexibility to tune in and learn about a wide array of subjects, on-demand from anywhere, at any time. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Listen and subscribe to our podcast: Components of a Great CX Podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Seventy percent of U.S.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

MyCustomer

JULY 20, 2022

Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President.

Strategy 114

Strategy Customers Marketing 114

Alida

JUNE 10, 2020

Customers expect them to do things differently and by listening closely to customers and adapting quickly, they’re able to stay one step ahead of their competition. Virgin Money UK is not a traditional bank.

Banking 130

Banking Customer Expectations Customers Customer Experience 130

NICE inContact

NOVEMBER 3, 2021

You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it. Not that many years ago, financial services and technology began finding ways to be more efficient—and profitable—by joining forces, and now fintech has become essentially its own sector.

Call Center 211

Call Center Technology Financial Customers 211

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Customer Journeys 100

Customer Journeys Chief Customer Officer Survey Social Media 100

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

The DiJulius Group

JUNE 28, 2023

What does it really mean to listen to your customers and harness the power of their voice? In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics.

Groups 52

Groups Customers Customer Service 52

Alida

JULY 29, 2021

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Customer Experience 246

Customer Experience Policies Customers Brands 246

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

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.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Alida

AUGUST 4, 2022

In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences.

Customer Experience 130

Customer Experience Employee Experience Customers 130

MyCustomer

APRIL 4, 2023

Voice of the Customer Why customer listening goes wrong & how to fix it

How To 101

How To Customers 101

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Customers Feedback Customer Experience 59

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Alida

JANUARY 26, 2023

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130

Insurance Customer Satisfaction Study Industry 130

SaleMove

MAY 19, 2020

The role of a Customer Service Agent can be daunting. Customers today have a lot of access to information and services online so they can resolve more straightforward questions on their own. In this era of the super-customer, it has never been more important to train contact centers to practice Active Listening.

Customer Service 76

Customer Service Contact Center Tips Video 76

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Customers feel valued because you value their opinion. They have gotten annoying.

Social Media 158

Social Media Hospitality Survey Airlines 158

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. I am defining the word “listening” quite broadly. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying.

B2B 52

B2B Conference eBook B2C 52

MyCustomer

AUGUST 8, 2022

Voice of the Customer When listening to customers leads to $1M mistakes.

Customers 90

Customers 90

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

Blake Morgan

MARCH 28, 2023

The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback? To see immediate results, Nationwide tapped into a valuable resource: its customer-facing associates.

Feedback 52

Feedback Company Chief Customer Officer Customer Centricity 52

CustomerSuccessBox

DECEMBER 1, 2021

Customer success, as we know, is a holistic approach to delivering the maximum possible value to customers. If you’ve been in the business, you know how you must master human communication, the very first thing to be successful with your customers, which means speaking mindfully but listening even more intently.

Customer Success 52

Customer Success How To Feedback Customers 52

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. I was stunned. Your Service.

Measurement 133

Measurement Customer Service Social Media Travel 133

Adrian Swinscoe

FEBRUARY 25, 2022

The post Customers know how to solve data, privacy and AI trust issues. Brands should listen to them first appeared on Adrian Swinscoe. In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […].

Brands 98

Brands Data How To Consumers 98

ClientSuccess

FEBRUARY 24, 2021

Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and bad alike. What is active listening? How to become an active listening expert.

Customer Success 65

Customer Success Customers Tips Meeting 65

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

One Millimeter Mindset

DECEMBER 22, 2020

Well, are you really listening and responding to your customers’ voice? After all, it is one narrative to tell people you listen to your customers’ voice. Alternately, it is a completely different narrative when you listen, as well as respond, to your customers’ voice. Think about it.

Customer Voice 81

Customer Voice Innovation Leadership Industry 81

InMoment XI

SEPTEMBER 24, 2012

As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Apple is monopolizing the news again …or still.

Survey 200

Survey Customers Industry Marketing 200