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Understanding Patient Feedback: A guide for Healthcare Professionals

Feedback

Healthcare providers often learn how they’re doing directly from their patients in person. Body language, facial expressions, and even verbal communication give doctors a (generally) good idea of how their patients are doing and how they view the care they’re receiving.

Voice of the Customer: The Beginner’s Guide

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What does the Voice of the Customer really mean? Voice of the Customer is a business and technology term used to describe a process that is designed to capture customer’s expectations, preferences, experiences, and feedback.

Trending Sources

Customer Engagement In Today’s Media-Driven World: A Guide

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What is Customer Engagement? Customer engagement is used to describe the effect, reaction, connection, response, or experience of customers with one another or with a company or a brand.

Customer Experience Management Software in Today’s Crazy World

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My Friday Night Adventure. My wife and were recently shopping for a new television. Our old TV had started to emit an annoying buzz and would occasionally shut off on its own accord. She said she was tired of adjusting the volume to match the high-pitch squeal.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

Customer Satisfaction Surveys… and Why You Should Care

Feedback

I recently bought new car insurance. It wasn’t a purchase I expected to make, since I had planned to go without a car for a year. The no-car situation was an experiment to see if I could live in my southern city without one.

Enterprise Feedback Management: Understanding The Need

Feedback

Understanding enterprise feedback management is essential in today’s economy. If your need is to increase company profits and retain customers, and you already have provided a quality product, then managing your customers concerns with a overall system is where you are obligated to focus next.

How to Calculate NPS Score

Feedback

The Net Promoter Score (NPS) acts as an indicator of the satisfaction of your customers. Scores range from -100 to 100 and measures the willingness of customers to recommend your brand and services to others. The score can be used to gauge overall customer satisfaction and a foundation of a measurement framework to improve satisfaction. Here’s a breakdown on how to calculate NPS score. Calculate NPS Score. Customers are surveyed on a single question, using a 0-10 rating scale.

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

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CX 360: How to Align Voice of Employee with Voice of Customer Programs

MaritzCX

According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.

3 Types of Customer Experience Action Essential to ROI

MaritzCX

This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended.

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Align CX to Drive Tangible Business Results

MaritzCX

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.

Continuing Education at ReviewTrackers

ReviewTrackers

Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place.

How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.

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What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Hypothesis Journey Maps: Necessary AND Dangerous

Kerry Bodine

I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question.

How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.

Who Really Leads Customer Experience: What Happens When Confusion Strikes

Customer Bliss

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program.

Customer Experience Labs: Your Strategic Weapon

Customer Bliss

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

3 Ways to Win Big When Customers Are Furious

360Connext

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty.

Customer-to-Employee Recognition: A Revolutionary Approach to Engagement

MaritzCX

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships.

Yes, good CX is tied to revenue gains

Customer Bliss

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends.

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.

5 Methodologies to Kick-Start Your CX Program

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.

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Visual IVR: The New Front Lines of Digital Customer Service

Jacada

As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success.

Unite the silos: The channel-by-channel curse

Customer Bliss

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

What Makes a Successful Customer Experience Leader?

360Connext

I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.

SVP Member Experience at Peloton, With Brad Olson – CB54

Customer Bliss

Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data.

More on the positive ties between good CX and revenue

Customer Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with.

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Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.