PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

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. Focus Groups This is definitely a traditional qualitative listening approach.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

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

Second to None

MARCH 7, 2018

To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. How can you logically approach understanding and engaging customers? This is the widespread practice of dividing your customer base into groups of individuals/companies that share similar traits and variables.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

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. Finding Success in the Familiar. In 2016, 62.9

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] The Human Factor.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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. “If

Brands 54

Brands Retail Loyalty Fashion 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

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry.

B2B 59

B2B B2C Transportation Voice of Customer 59

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

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?” As they continue to grow, they often have these different silos, whether it is marketing or customer service. You may have competing groups, like HR or finance.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

COPC

SEPTEMBER 3, 2019

Ant Financial has had to build up its service capabilities with a “next-generation customer service” system which ensures our customers continue to receive an excellent experience even while the multiple businesses in our Group are going through rapid growth. In 2018, our forecasting accuracy had reached 96%.

Financial 40

Financial Self Service Customer Satisfaction System 40

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Sarah Sargent – CCXP, Director of Customer Experience at Radian Group. Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. LinkedIn : [link]. Website : www.kayejchapman.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

COPC

NOVEMBER 13, 2019

Shouqi Limousine & Chauffeur is an online car hailing platform established by Shouqi Group, answering the call of the Ministry of Transport on the renovation of the traditional taxi operations. More than 1900 country leaders, over 7000 ministers and similar groups have enjoyed Shouqi Limousine and Chauffeur services.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Kustomer

APRIL 23, 2020

And it’s been great because honestly, as the host of Voices of Customer Experience or Voices of CX, I have spoken to some of the most brilliant brains that are out there nowadays. Stop ruining my group text. Or what was it, 2018? And it’s been the biggest learning process of my life for sure.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Privacy of preference information is essential.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Privacy of preference information is essential.

Customer Experience 49

Customer Experience Video Sales ROI 49

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Some customers will take offense — and that’s fine. The goal isn’t to please everyone, but to inspire deeper loyalty in a passionate group that will make more purchases in the long run.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

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. What is a customer advisory board? Image courtesy of Pixabay I originally wrote today's post for Clicktools. According to Wikipedia.

Meeting 90

Meeting Metrics Trends Customers 90

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Qualtrics

FEBRUARY 20, 2019

In the latest on our series of CX visionaries, Bruce talks about the early days of CX, his time at GE and Forrester, and why he founded the Temkin Group and CXPA. I really enjoyed driving cooperation across different groups, and was able to increase my company’s profitability. On setting up the Temkin Group. “CX

Groups 30

Groups B2B CRM Culture 30

Lumoa

APRIL 3, 2018

The scoring system divides all responders into 3 groups : Promoters (answered 9-10): typically loyal and enthusiastic customers likely to recommend you, Passives (answered 7-8): currently satisfied but easily tempted by your competition, and Detractors (answered 0-6): unhappy customers, high likelihood for negative word of mouth, high churn rate. “

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337