Waypoint Group

MAY 25, 2018

Waypoint Group, as a recent partner addition to the Medallia Ecosystem to consult enterprise customers on how to engage and incorporate feedback into their customer experience processes, had the pleasure of attending this tremendous event and there were a few key learning points that resonated we felt were worth sharing.

Conference 66

Conference Customer Centricity B2C B2B 66

Wootric

DECEMBER 21, 2018

Through CXInsight’s proprietary sentiment analysis and feedback classification , our customers have imported over 300 data sets to analyze 2 million+ customer feedback comments spanning both B2B and B2C ecosystems. More than half of our CXInsight customers are bringing two or more types of feedback (e.g.

Analytics 67

Analytics Survey e-support Analysis 67

Kayako

SEPTEMBER 20, 2018

Make Use of Voice of Customer Data. In order to understand and improve the customer experience you are currently providing, you need to make use of VoC data. For this reason, you need to coordinate your post-sale efforts, seek feedback from all channels and ensure that none of these channels are lagging behind the others.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all !

Survey 146

Survey Metrics Feedback Social Media 146

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. This partnership ensures that I can continue these shows that you’ve shared such positive feedback on. CX Click To Tweet.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

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

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. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all !

Survey 80

Survey Metrics Feedback Social Media 80

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

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. PROGRESS TAKES TIME.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., The rise of social and digital media has reinvented how people learn about brands, form opinions, buy products, seek support and give feedback.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Stella Connect

OCTOBER 26, 2021

The only way to deliver those positive experiences consistently is to invite your customers to define and measure quality for you as part of the service experience via collecting, and analyzing, customer feedback. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management.

Call Center 52

Call Center Management Contact Center Effort Score 52

Second to None

JUNE 7, 2018

Segmenting your customer support training to adjust to the different channels they interact with customers is a good first step to establishing this value. Ultimately, your team should quickly respond to as much customer feedback, positive or negative, that is posted directly to or about your organizational accounts.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

MARCH 28, 2018

on March 27, 2018: “A business is only as good as its customers. But how you interact with your customers after they become customers is perhaps the most important part of the business-client relationship. We then listen to what the customer wants and decide if that is the direction we can go.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. 12:00 : What about NPS in B2B, and How feedback can predict churn. 10:07 : What to do with items outside your span of control. 22:10 Driving up response rates.

Customer Success 40

Customer Success Company Customer Experience NPS 40

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). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI Study Financial Loyalty 54

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. Better customer understanding – All businesses would do better if they were in a position to target their customers better. Use the feedback you receive over live chat sessions to improve your storefront.

Ecommerce 52

Ecommerce Chatbots How To Feedback 52

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). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI Effort Score Study Financial 48

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

Second to None

AUGUST 2, 2018

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ?

Metrics 88

Metrics NPS Trends Financial 88

Thematic

OCTOBER 8, 2018

Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS. Understand customer priorities and find insights.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS Measurement 59

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ?

Metrics 80

Metrics NPS Trends Financial 80

Second to None

APRIL 9, 2018

You can access this article by clicking here , or by reading below: This piece was originally published by DIGIDAY on April 6, 2018: “Sephora’s retail teams have been operating differently since the company broke down one of the biggest internal barriers in October of last year, combining its in-store and digital teams. .””

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

SEPTEMBER 13, 2018

Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2]

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Second to None

MARCH 21, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Entrepreneur on March 15, 2018: “The up-and-coming generation of younger B2B procurement professionals is once again bucking prior generations’ preferences, and companies that don’t keep up aren’t likely to win contracts.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

APRIL 2, 2018

on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly. I use the Pareto principle to evaluate customer strategies. Answer the complainer’s questions and show that you take constructive feedback seriously.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be.

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

MARCH 7, 2018

To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Are you thinking it’s time for a shakeup? . • Annual checkups: Recap the previous year and ask your customers to grade your business. Make sure to demonstrate action on any items that arise as areas for improvement.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be.

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

MARCH 8, 2019

According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Study 48

Study Financial Customer Centricity Employee Experience 48

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” One way is through the voice of the customer and making it not only be heard but be actioned upon by getting it to a product manager. Customer Experience.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Doing CX Right

JULY 24, 2019

Stacy : (01:08) I joined Schindler summer of 2018. I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.”

NPS 40

NPS Measurement Net Promoter Score Effort Score 40