ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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

OpinionLab

JUNE 8, 2017

But rather than taking the time to help ensure the right customer is reached at the right time via the right channel, most companies pick the channels most convenient to their needs and blast customers with requests for feedback. The result is low response rates and feedback that may not accurately represent customer perception.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Second to None

APRIL 3, 2018

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! I've made slight modifications. Or is it time for a confession?

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

OpinionLab

SEPTEMBER 16, 2016

Along with every piece of customer feedback, an effective VoC program collects reported context (at the most basic level, what your customers feel about their customer experience) and touchpoint context (i.e.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Feedback 60

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

OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

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.

Feedback 40

Feedback Marketing Management Voice of Customer 40

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?

Survey 159

Survey Feedback Social Media Roadmap 159

Second to None

FEBRUARY 4, 2020

Alongside overall digital influence growth, mobile’s in-store influence has also expanded from 5 percent in 2013 to more than one-third (37 percent) in 2016. 3-18, 2016. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. About the survey.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

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. I originally wrote this post for CXpert. What will companies focus on this year?

Data 80

Data Analytics Customer Experience Professionals Tools 80

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Image courtesy of m kasahara I originally wrote today's post for Clicktools. I've made slight modifications. I beg to differ.

Survey 159

Survey Feedback Customers Touchpoint 159

Second to None

JANUARY 22, 2019

They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow? In 2016, 62.9 ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Strativity

APRIL 19, 2016

Peters appointment marks the next step in Touchpoint Dashboard’s launch of a full suite of products and professional services, including local journey mapping workshops and trainings that will begin in the second-half of 2016. Touchpoint Dashboard’s journey management platform gives you the flexibility to design engaging customer experiences.

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40

Doing CX Right

SEPTEMBER 5, 2020

MyCustomer asked a variety of experts, including me, about how to enhance customer experiences through a VOC program during tough times. 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.

Survey 52

Survey Travel Feedback Study 52

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

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 48

ROI Effort Score Study Financial 48

Forrester's Customer Insights

JUNE 3, 2016

For example, in 2016, data and analytics pro's reported that still only 49% of business decisions are made using quantitative information and analysis - as opposed to subjective factors such as experience, gut feeling, or opinions (up 3 percentage points from 2015). The questions below may sound familiar to you.

Customer Insights 20

Customer Insights B2C Analytics B2B 20

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

OpinionLab

JUNE 17, 2016

This is consistent with something we have observed consistently in recent times, namely organizations falling short on mobile CX as they struggle to get to grips with customer expectations. The impact of smart devices on customer behavior is undeniable.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

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. I originally wrote today's post for Clicktools. I have modified it slightly since then. What are you doing with what you've heard?

Effort Score 80

Effort Score Metrics Measurement Feedback 80

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

ClearAction

MAY 18, 2017

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

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).

Feedback 208

Feedback How To NPS Customer Centricity 208

CX Journey

MAY 2, 2017

The Future is Now: Take Your Customer Data to the Next Level Two Major Flaws of Your Customer Listening Efforts It's a problem. From the 2016 Temkin Group State of Voice of Customer (VoC) Programs Infographic: 34% of companies reported making changes to their business based on customer insights.

Data 118

Data Effort Score Infographics Voice of Customer 118

SurveySensum

JULY 14, 2020

She is a Speaker, Author, and Customer Success Influencer. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. and Crowdvocate.com.

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 147

Customer Experience Customer Service Social Media Consulting 147

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.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

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

CX University

OCTOBER 19, 2017

To kill off the Galaxy S7 Note — the messy situation in the fall of 2016 — they eliminated $17 billion in market value from their company in one big and historical mistake. This would mean customers (i.e. voice of customer), partners, and employees. What holds together the entire customer experience chain is quality.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

OpinionLab

AUGUST 29, 2017

When you look at customer retention across industries, the findings are quite striking. If you look at the chart below, it appears that customers are becoming more likely to switch companies at an alarming rate. The difference between the 2015 and 2016 figures are clear. Why are your customers becoming less loyal?

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

OpinionLab

AUGUST 17, 2017

For example, an obvious channel to pick up direct feedback about your website redesign without directly asking your customers is social media. Joshua Carpenter (@jscarpe) December 14, 2016. Ummm… Yes? Websitefail pic.twitter.com/WzEPDDW83G. Contact center, indirect feedback and how they can power your website redesign.

Contact Center 74

Contact Center How To Feedback Consumers 74

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