PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. What CX lessons have you learned in 2019?

CEM 48

CEM Chatbots Voice of Customer Software 48

CX Journey

JUNE 10, 2019

I recently asked for feedback from speakers about their experience with event organizers and about their speaking experience, in general. They’ve never been asked for feedback about their experience as a speaker by an event organizer. And even if you're none of the above, please continue reading.

Hotels 80

Hotels Feedback Engagement Voice of Customer 80

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 28, 2019

The following studies aim to highlight the positive financial results of excellent customer experience. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. The study looked at two universal aspects of both businesses: customer feedback and future spending.

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

The following studies aim to highlight the positive financial results of excellent customer experience. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. The study looked at two universal aspects of both businesses: customer feedback and future spending.

ROI 48

ROI Effort Score Study Financial 48

ChurnZero

MARCH 29, 2019

You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. You want to try to garner measurable feedback as well as useful commentary on how well your service is fulfilling client needs. Begin with the End.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management. Download Now. [1-3]

Study 30

Study Consulting ROI Survey 30

Thematic

JANUARY 21, 2020

Frustrated and angry, I posted my feedback on Twitter for the app for everyone to see in the hopes that the company hears my feedback! . No response came back, and most likely no action taken… Why companies don’t invest into feedback analysis. True, there is simply more feedback available than ever before.

Feedback 121

Feedback Roadmap Analysis Analytics 121

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

SEPTEMBER 12, 2017

Customer-initiated feedback: Straightforward, uncomplicated and highly effective (Jon Snow). Customer-initiated feedback – the act of simply allowing your customers to speak to you on their terms – is simple but effective. He punches above his weight, in much the same way as customer-initiated feedback.

NPS 94

NPS Effort Score Net Promoter Score Survey 94

ChurnZero

APRIL 5, 2019

How Customer Success Can Catalyze Customer-Centric Change. Wednesday, April 10, 2019, 1:00 – 2:00 PM EDT. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? RYG |Leadership Hour ?in

Tips 40

Tips Customer Success Customer Centricity Leadership 40

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. As you can see, customer data and VOC insights will be the key to your foundation in steps 2 and 3. Product development.

Customer Insights 59

Customer Insights How To Customer Journeys Infographics 59

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." What’s happening on the inside is felt on the outside by the customer. Metrics : The barometer of successful performance Culture : The way ‘things are done’ around here.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

COPC

NOVEMBER 13, 2019

Q: Where does the Shouqi customer service centre fit in the management of end-to-end customer experience, and how do you manage and improve? Driving improvements of products and operations from the core of the company with the voice of customer is the main responsibility of the customer service centre.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

SurveySensum

JULY 14, 2020

Also, his first book, ‘The Ten Principles Behind Great Customer Experiences’, won the CMI’s Management Book of the Year and is becoming the only book on its topic to win a major award, and the second book, ‘The Grid’, was shortlisted for 2019’s Management Book of the Year. . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries! Tony: Wonderful.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! Show podcast and a regular contributor to Forbes. David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! Show podcast and a regular contributor to Forbes. David Avrin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

JUNE 1, 2021

Powered by the Qualtrics Experience Management (XM) Platform , Standard Chartered is using customer feedback to proactively deliver superior customer experiences across every channel - in the branch, through the contact center, and over digital platforms. The second is to make it easy for people to give feedback.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

CX Workout - Ideas Blog

DECEMBER 22, 2020

Brands that let people down, on the other hand, evoked anger and frustration among an average of 61% their customers (versus 15% in 2019). Gratitude was evoked, on average, by 32% of respondents (up from 5% in 2019). We noticed an uptick in gratitude across all 2020 CX related Imaginative Questions.

NPS 52

NPS Financial Survey Effort Score 52

Alida

DECEMBER 7, 2018

They combine the best of media, retail and social to create the most customer-centric and rewarding shopping experience. We caught up with their insights team on their priorities for 2019. In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape.

Customer Centricity 201

Customer Centricity Retail Infographics Multi-Channel 201

ChurnZero

MARCH 22, 2019

How Customer Success Can Catalyze Customer-Centric Change. Wednesday, April 10, 2019, 1:00 – 2:00 PM EDT. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Too many even.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

GetFeedback

NOVEMBER 4, 2019

Having a strong VoC program is essential to connecting the dots and proving the value of customer experience (CX). When you listen to your customers effectively, you can prioritize action items and showcase the impact customer feedback has on the bottom line. . And collecting feedback alone will not prove that.

B2B 150

B2B Company Effort Score Multi-Channel 150

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Pointillist

AUGUST 26, 2019

Enterprise customer feedback management platforms are available from Medallia, Qualtrics, Clarabridge and others. And make sure that you’re capturing the exact time the response was provided and which customer provided it. To get the full picture, you also need to understand actual customer behavior.

NPS 79

NPS Strategy Net Promoter Score How To 79