ClearAction

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 71

Voice of Customer Effort Score ROI Metrics 71

Second to None

FEBRUARY 28, 2019

The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Harvard Business Review Study [2].

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Harvard Business Review Study [2].

ROI 48

ROI Effort Score Study Financial 48

ClearAction

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 48

Voice of Customer Effort Score Metrics ROI 48

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? 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

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

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120