ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Offer up a variety of ways/modes for customers to provide feedback.

Survey 118

Survey Feedback Touchpoint Customer Experience 118

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Customer Bliss

APRIL 18, 2017

And in March 2017, Anne was recognized by the Pittsburgh Business Times as one of the 25 most influential businesswomen in western Pennsylvania with a BusinessWomen First Award. It also helps that customer feedback and customer experience are tied to executive bonuses, as well as being listed as a growth strategy internally.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

ClearAction

OCTOBER 25, 2018

To step-up your customer-centric marketing performance, (1) co-create marketing with customers, (2) bridge silos of all kinds, and (3) dedicate budget and ownership wisely to customer experience excellence. The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

CX Journey

FEBRUARY 14, 2017

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Do you know what to do with the feedback you’re getting? That’s a given.

Survey 130

Survey Feedback Tips Examples 130

Confirmit

SEPTEMBER 9, 2018

Here are just a few of the Voice of the Customer examples you’ll find: Bupa Global was able to take insight gathered from its program has allowed it to redefine its business proposition to address the key drivers of customer satisfaction and boost customer retention. in just six months.

Insurance 40

Insurance Return on Investment Policies Case Study 40

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 16

Customer Service Social Media Chatbots Ecommerce 16

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

SurveySparrow

JULY 21, 2021

Ranked #1 survey software by softwareworld.co , SurveySparrow has flown a long way since 2017 – from a survey tool to a conversational platform that delivers end-to-end experience solutions. Businesses looking for a custom solution can get a personalized quote under Business, NPS and 360°. Feedback alerts and management.

e-support 52

e-support Social Media Survey NPS 52

Verint

SEPTEMBER 21, 2017

Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

JANUARY 22, 2019

Its response was acquiring TeleSign in the spring 2017. This enables its customers to add features for their customers without having to build backend infrastructure and interfaces.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 1-24; Webinar Series.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

SEPTEMBER 7, 2017

Because the customer journey map is the linchpin of our CX program, we decided to view the conference as a mini-CX journey for attendees, and to map every step of it, from registration to breakout sessions to closing breakfast. How do we ensure the best possible experience for our customers? 2) Programming.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

COPC

NOVEMBER 13, 2019

With the aspiration of achieving such excellence, Shouqi engaged COPC in December 2017 and started its journey of building a world-class customer service centre. Collected customer feedback with a structured approach, drove improvements from all departments and proactively deal with customer issues.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8