Doing CX Right

SEPTEMBER 5, 2020

Below is a summary of our conversations and tips about making VOC surveys more compelling. Research Tells Us: In 2016, in what was possibly the most meta consumer survey of all time, a 2016 OpinionLabs study revealed that 72% of consumers didn’t like being surveyed by brands. Voice of the Customer (VOC) .

Survey 52

Survey Travel Feedback Study 52

Second to None

FEBRUARY 4, 2020

More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. About the survey. 3-18, 2016. consumer products leader.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Forrester

AUGUST 3, 2016

We will use it to determine which vendors to include in the full Forrester Customer Feedback Management Wave TM study and to gather data for a separate "Market Overview Voice Of Customer Vendors" report. Note that not all vendors receiving this survey will be included in the Wave. Read more.

Feedback 40

Feedback Marketing Management Voice of Customer 40

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Prescriptive analytics isn't just for survey data, though.

Data 80

Data Analytics Customer Experience Professionals Tools 80

Second to None

MARCH 30, 2018

According to Scott Brinker’s Marketing Technology Landscape Supergraphic , there are now more than 5,300 marketing technology solutions—a 40 percent increase from 2016. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Say no to point solutions.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. Metrics can help to rally the troops around the customer – but that’s only if they're presented in the right context.

Effort Score 80

Effort Score Metrics Measurement Feedback 80

Qualtrics

NOVEMBER 6, 2019

“There was no centralization or standardization of our customer experience data at all the different customer touch points we have,” says John. “We We had some departments who were trying to conduct voice of customer programs through surveys and other feedback , and there were others that weren’t. Join the Webinar.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

ClearAction

MAY 18, 2017

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. Empower your employees to immediately pass along customers’ comments.

ROI 54

ROI Feedback Survey Financial 54

Lumoa

OCTOBER 12, 2020

Customer-centric businesses are not only more relevant to customers, but 5x more likely to be a top competitor in their industry, and 4x more profitable than competing businesses that don’t focus on customer experience (Forrester, 2016). What is the Customer Feedback Loop? The product team conducts an NPS survey.

Feedback 208

Feedback How To NPS Customer Centricity 208

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services. Use Customer Feedback Surveys.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

CX Journey

MAY 2, 2017

I've written about this topic a few times in the last several months: The Definition of #CX Insanity Do You Employ Actionability Thinking in Survey Design? The Future is Now: Take Your Customer Data to the Next Level Two Major Flaws of Your Customer Listening Efforts It's a problem. Not all data is good data.

Data 118

Data Effort Score Infographics Voice of Customer 118

OpinionLab

AUGUST 29, 2017

For this, you need to know the specifics of how customers behave and what they actually want. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. Learning 2: Digital is simply better for you and your customers in some scenarios. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

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.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX University

OCTOBER 19, 2017

In the US, you’ve seen Wells Fargo’s fake accounts issue , but in France, according to Forrester research, not a single brand surveyed received a “good” rating on customer experience. German customer experience has long been considered very bad. Bad customer experience in Singapore is costing brands $26B per year.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Lumoa

APRIL 3, 2018

At the same time a NPS survey is simple and short enough for consumers to respond regularly. Best practices of NPS collection Here we've collected the best practices, tips and most common problems our customers come across when implementing and, later, using NPS. Net Promoter in a nutshell [infographic]. Is there a reason to do so ?

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Second to None

MARCH 16, 2018

A report by McKinsey (2014) found that companies focusing on maximising satisfaction of the entire customer journey can potentially increase customer satisfaction by 20%. And again, Forrester (2016) showed that superior CX drives superior revenue growth.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63