CX Accelerator
NOVEMBER 7, 2023
It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. 5) put profits before purpose.
CX Journey
DECEMBER 9, 2014
By now, you know the Gartner statistic: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. Closing the loop with customers is one of the first steps in operationalizing your VoC efforts. But I digress.
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Beyond Philosophy
AUGUST 9, 2019
–more–> There are two types data marketers can user for measurement: Voice of Customer (VOC) data , which involves an interaction with customers. It can provide you feedback on moments in your experience that are or are not working. Peppers says that VOC data is excellent for many things.
Second to None
MARCH 30, 2018
Here are three fundamental tools for building a superior customer-service strategy. I recently had a meeting with a marketing executive from an airline. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Think beyond marketing. I asked him how his marketing campaigns were going.
inmoment
MARCH 12, 2020
We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic).
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.
Thematic
MARCH 13, 2023
He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. Qualtrics, like Thematic, make Voice of Customer software. Malala Yousafzai talked about how her father gave her a voice by letting her sit at the table from the age of eight.
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