The Many Voices of Customer Experience
JULY 9, 2015
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. Both of them? 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.
Why Only 15% of Voice of Customer Programs are “Very Successful”
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. Voice of Customer
Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics
JULY 7, 2015
Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. The post Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics appeared first on ForeSee.
Our Award-Winning Voice of Customer Technology: Present and Future
JANUARY 27, 2015
Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services. The post Our Award-Winning Voice of Customer Technology: Present and Future appeared first on ForeSee.
The Most Important Rule of Journey Mapping
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. 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." Stay tuned for that.)
The Definition of #CX Insanity
MARCH 8, 2017
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. Stop being one of the crazy ones! And then.
The Economics of the Customer Experience
APRIL 28, 2015
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. We need to forget about that 1970s mindset that the purpose of a business is to maximize shareholder value. to the point of a negative return!
Understand The Current State of Your Customer Experience - Without Hiring a Consultant
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. But you don’t have to pay thousands to take the temperature of your business.
Two Major Flaws of Your Customer Listening Efforts
OCTOBER 19, 2016
Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. Unfortunately, customer listening has two major flaws - or, more accurately, companies have two major shortcomings when it comes to customer listening. The first flaw is: lack of action. Have you ever heard of Goodhart's Law?
It's Not About the Metric
MARCH 17, 2015
In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action.
To NPS, or Not to NPS?
FEBRUARY 17, 2017
Customer Engagement Customer Success Metrics Net Promoter (NPS) Voice of Customer (VoC A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan. The post To NPS, or Not to NPS? appeared first on Waypoint Group.
Grow Your Business through the Power of Listening to Customers
SEPTEMBER 29, 2015
Image courtesy of Leah M. 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. I enjoyed answering all of the questions Leah posed for me.
At Some Point, You Have to Stop Listening
APRIL 15, 2016
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? Are you feeling a l i ttle bit of data overload? And in the customer conversation, that part is often missing.
The Biggest VoC Problem. and How to Solve It
MARCH 4, 2016
Why do we listen to customers and other constituencies today? The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. It doesn't get transformed into anything digestible that can then be used to transform the customer experience. But there are plenty of companies who do just that. To learn.
The Future is Now: Take Your Customer Data to the Next Level
JANUARY 11, 2017
I'm often asked about the future of customer experience: What does it look like? There are a ton of statistics out there about the volume of data we see today vs. just a few years ago, but I think we can all agree that there's a lot of it! And I think we can all agree that most companies don't use - or know how to use - even a tenth of it. Which tools?
What Your Customers are Saying (and What They Really Mean)
APRIL 16, 2015
Image courtesy of highersights Today I''m pleased to share a guest post by James Johnson of Questback. How often do you listen to what your customers have to say? I don’t mean when’s the last time you ran a customer survey. And the exact same can be happening with your customers each time you reach out to them. But if I want an Americano, I wouldn’t dream of it.”
Strategic Customer Experience Action on Voice of Customer
AUGUST 16, 2016
Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. But even so, these same funders are in-play in each of these scenarios. 3 Types of Customer Experience Action Essential to ROI. ERP), etc.
Listen to Learn, Listen to Earn
OCTOBER 7, 2014
Image courtesy of Unsplash Designing a VoC program can be daunting. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Understand the Customer Who are your customers?
4 Voices That Could Pull Your Company Out of the Innovation Rut
JANUARY 22, 2016
Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. Remember those lost and complaining customers?
Transforming the Customer Experience with Big Data
JULY 10, 2014
Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. It appeared on their blog on March 17, 2014.
Metrics to Map Your Customer Experience Success
OCTOBER 14, 2014
Image courtesy of Marianna Gomes What are your customer experience success metrics? Last Tuesday, we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. I hosted two Google Hangouts for CX Day, the first of which I blogged about last week. Galileo.
Moving at the Speed of Innovation
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Do you know how your customers feel about the pace? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place. or just right?
How Well Do You Know the Six Customer Experience Performance Domains?
MAY 3, 2016
Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. I'm actively involved in the association in a variety of capacities, including as an executive officer of the Board of Directors. The success of the Association rides on its members. Tory Burch.
Do You Employ Actionability Thinking in Survey Design?
FEBRUARY 14, 2017
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy? Why don’t your customers recommend your company? Why is the service so bad? Lolly Daskal.
Making Useless Nails vs. Achieving Your Desired Outcome
JUNE 28, 2016
Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience. Was it based on a desired customer outcome? Track it?
A #CX Topic to Avoid at the Dinner Table
AUGUST 6, 2015
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? customer effort score? I'm sure you could poll the room you're in and get a 50-50 mix on feelings toward NPS any day of the week.
10 Survey Best Practices and Tips to Increase Response Rates (Part 1)
FEBRUARY 28, 2017
These days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research. To help your brand increase survey response rates, and the accuracy of the responses, we’ve compiled a list of tips and best practices – here’s Part 1, tips 1 through 5: 1. Value Your Customers’ Time and Make Surveys Short.
Value Chain Solution to VoC ROI
MARCH 24, 2017
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s a sequence of value-adding activities. Value chain thinking is extremely valuable in customer experience management. ” .
Closing the Loop on CX Improvements
DECEMBER 9, 2014
Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Unfortunately, so few companies actually close the loop with their customers. By now, you know the Gartner statistic: 95% of companies collect customer feedback.
Weathering the Negativity Storm
NOVEMBER 28, 2014
Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains. What’s the point of this customer experience junk? We don’t need a survey.
CX / VoC: DIY or Hire a Guide?
NOVEMBER 6, 2014
What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone? All of the rational factors to be made get muddled with emotional meddlers like pride, hubris, and daring blended with apprehension, worry, and fear. Could some of our everyday dress or our behavior offend?
Storytelling is a Trojan Horse for #CX Learning
MAY 12, 2015
Image courtesy of dkuropatwa I originally wrote today's post for Intradiem. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize. Synthesize is really the opposite of analyze. Why use storytelling in your customer experience management strategy?
The 6 Key Customer Experience Mistakes Companies Make
MAY 18, 2016
The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Thinking of feedback only with regard to a survey. Lack of customer strategy.
The #CX Proof is In the (Diet) Pudding
MARCH 3, 2015
Image courtesy of beetlecakes I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? I recently wrote some posts about how companies have this misguided focus on anything but the customer experience. Do Your Customers Talk About Your Products or Your Ads?
Surveys Don't Sell!
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback. At all.
Reputation Management or Customer Experience Management?
SEPTEMBER 16, 2014
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. Sites have even popped up where businesses can review customers ! What''s the point of this post?
Listen with the Right Intent
SEPTEMBER 2, 2014
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.