CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Examples 98

Examples Strategy Marketing Social Media 98

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. For you and for the customer.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Confirmit

JANUARY 9, 2018

Whether you want to collect feedback from your customers, conduct a market research project, or better enable your employees, mobile accessibility needs to be a primary consideration and Confirmit is here to help! According to Greenbook, 74 % of participants in the 2016 GRIT Report were using mobile surveys to conduct research.

eBook 40

eBook Customer Voice Feedback Survey 40

Confirmit

JANUARY 9, 2018

Whether you want to collect feedback from your customers, conduct a market research project, or better enable your employees, mobile accessibility needs to be a primary consideration and Confirmit is here to help! According to Greenbook, 74 % of participants in the 2016 GRIT Report were using mobile surveys to conduct research.

eBook 40

eBook Customer Voice Feedback Survey 40

Confirmit

FEBRUARY 28, 2017

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Our customer satisfaction rates continue to be among the highest in the software industry and this award demonstrates that we are delivering on that promise.

Hospitality 40

Hospitality Social Media Voice of Customer Customer Voice 40

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience.

Communication 82

Communication Leadership Airlines Social Media 82

Confirmit

MARCH 6, 2017

There are lots of reasons to enter – from industry recognition, to rewarding your dedicated employees to having a shiny new trophy to display to new customers and partners. Focus on demonstrating what you’ve done to turn the Voice of the Customer into genuine action. Why should I enter the ACE Awards? Definitely!

Financial 49

Financial Insurance Culture ROI 49

NetBase

SEPTEMBER 17, 2019

In 2016, when Taco Bell decided to enter a new daypart and take the breakfast plunge , it didn’t go in blind. And it aggregates your customer voice data from multiple, key sources, analyzing it all in one place for a powerful overview of how your brand, campaign or category is doing. Customer care excellence.

Analytics 45

Analytics Social Media Consumers Resources 45

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. In 2016, 62.9 Use technology to enhance customer’s experience not yours. You succeed by chasing service to the customer.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

AskNicely

JANUARY 24, 2017

First, a very quick primer on fake news: During the 2016 US Election cycle, teenagers in a town in Macedonia started experimenting with publishing provocative and consistently fake “news” stories about the US presidential election on their own purpose built websites with a view to inflaming a partisan audience. But it’s also a parable.

Marketing 150

Marketing Net Promoter Score Social Media Customer Voice 150