Confirmit

JUNE 13, 2018

This report, Why Paying Employees for Delivering Good CX is a Bad Idea, May 2018, Forrester , recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives. All Industries Voice of the Customer Voice of the Employee Analyst Insight.

Customer Centricity 40

Customer Centricity Customer Voice Report Industry 40

Confirmit

NOVEMBER 16, 2020

A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities. Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

GetFeedback

SEPTEMBER 20, 2019

An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program , also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. How to best use NPS, CES, and CSAT .

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers. Situation : A top goal for 2018 is hiring key talent.

Communication 81

Communication Leadership Airlines Social Media 81

Confirmit

JULY 8, 2019

In 2018 we launched Company Pulse Index™ to help companies increase their productivity and employee motivation - an innovative, unique system designed to measure workplace performance, built on Confirmit Horizons. Voice of the Customer Voice of the Employee Best Practices.

Company 40

Company Analysis Innovation Employee Engagement 40

Lumoa

OCTOBER 31, 2018

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. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Helen Dewdney

NOVEMBER 6, 2020

This article first appeared in Moneywise November 2018. Companies would do well to heed customers’ voices when they say they won’t return to a company due to poor service or their ethics. The 2018 Lush SpyCops campaign regarding undercover police drew a lot of attention. To boycott or not to boycott? That is the question.

Sports 75

Sports Poor Customer Service Consumers Social Media 75

CX University

MARCH 22, 2018

Ecommerce as a percentage of total retail in the United States has grown from under 4% in 2008 to 9% in 2017, (US Census Bureau, 2018). And even when customers are buying in stores, they often research online, or they are exposed to new products and services online. Welcome the Customers’ Voice to the Conference Table.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Confirmit

FEBRUARY 20, 2019

You can always take a bit of inspiration from our 2018 winners here. Voice of the Customer Voice of the Employee Market Research Best Practices. The deadline is getting closer by the day (obviously!) so get started now. There are six categories to enter – find out which is right for you here.

Employee Engagement 40

Employee Engagement Customer Voice Consulting Video 40

Confirmit

NOVEMBER 5, 2018

Sarah’s presentation was focused on a very important topic – the data lake and combining customer and operational data to maximize CX impact. Asurion prides itself in delivering the best in class customer experience to its subscribers. Use innovation as a tool for your continuous improvement.

Insurance 40

Insurance Case Study Innovation Financial 40

Confirmit

MARCH 6, 2019

Or check out what our 2018 winners did as inspiration. Voice of the Customer Voice of the Employee Market Research Best Practices Quick Guides. If you have any questions, just get in touch with us at ACEAwards@confirmit.com and we’ll be happy to help out. Good luck – and enjoy your submission writing!

Tips 40

Tips Multi-Channel NPS Survey 40

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

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. This piece was originally published by Huffington Post on January 4, 2018. Ease of use will be the driving factor.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Thematic

MARCH 27, 2019

And according to a study by Rosetta Consulting , highly engaged customers are 5 times more likely to purchase from the same brand in future than the less engaged. Taps into the Customer Voice. Closing customer feedback loops helps you to listen to your customer’s voice and act accordingly.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? Companies are afraid to make big changes.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

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

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Jason Baldree, (First) Chief Customer Officer, Alida.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

West Monroe

FEBRUARY 8, 2019

While much of the United States saw continued economic growth in 2018 (with historically low unemployment rates) and expect continued growth (albeit, at a slower pace), we are 10 years past the Great Recession and beyond the typical 7-year economic cycle. Trend #2: Determining how CX can help organizations recession-proof their business.

Trends 45

Trends Self Service Employee Experience Metrics 45

COPC

NOVEMBER 13, 2019

We consider the COPC CX Standard to be a proven mechanism that strategically ensures structured operations, consistency of people, process and technology, as well as continuous improvement of customer experience operations. In April 2018, COPC Inc. Q: Tell us about the COPC CX Standard certification process?

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. Comply with GDPR. By now I’m sure you’re aware of the new General Data Protection Regulation better known as GDPR.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

CX Journey

DECEMBER 19, 2018

It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. Image courtesy of Pixabay I originally wrote today's post for Clicktools.

Meeting 90

Meeting Metrics Trends Feedback 90

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. Voice of the Customer programs clearly need to evolve if they are to deliver the step change in value that brands require if they are to thrive.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66