July, 2019

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How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Customer experience (CX) remains one of the most profuse opportunities for your business to stand out.

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5 Ways Successful Teams Close the Customer Experience Gap

Experience Investigators by 360Connext

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. What is the Customer Experience Gap? So what’s a truly dedicated customer experience leader to do?

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Why Customer Success is Important in the Modern Age

Totango

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Role of Customer Success Teams.

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3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Wire them up with AI, and now you’re into a whole new level of customer engagement. AI-powered Chatbots. I’ll leave the human evolution analogies out of this one.

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3 Tips for Improving the Enterprise Customer Experience

Totango

It’s your customers. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company. Every interaction a customer has with your brand and product—from the first ad they see to the moment they implement your software—matters. 1: Understand Your Customers .

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How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

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Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. As Gartner notes , those successful CJM programs create usable journey maps. The reason?