Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ShepHyken

MAY 29, 2020

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Leadership.

Customer Centricity 66

Customer Centricity Culture Customer Journeys Leadership 66

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? You need to take an expansive view of VoC sources.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Kayako

JULY 30, 2018

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. However, for this article, I’ll use some generalized stages to discuss how to get feedback on different parts of the journey.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CloudCherry

JANUARY 22, 2020

McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Develop objectives for improvement.

How To 243

How To Social Media Analysis Feedback 243

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Zeisler Consulting

AUGUST 10, 2020

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. Following, in a continuation of this series of articles, I’ll explain with more specificity how these work (and work together), as they each deserve their own writings. Simply put: VoC is not just surveys.

Culture 93

Culture Customer Centricity Exercises Strategy 93

ijgolding

APRIL 4, 2016

What are some outdated ideas or methods you’ve come across as they relate to customer experience? Confusion between Customer Service, Customer Experience and Customer Centricity – they are not the same thing! Where should brands begin when creating a strategy to improve customer experience?

Data 120

Data Customer Experience Effort Score Measurement 120

SurveyGizmo

NOVEMBER 18, 2020

There might be times where a customer is having an issue and mentions this in the feedback, where our support team can then take action and reach out to assist. No matter what may be mentioned in that feedback survey, the customers voice is heard. Profound Effects. How to contact support .

Feedback 92

Feedback NPS Survey Customer Centricity 92

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

ROI 243

ROI Customer Experience NPS Financial 243

ijgolding

MAY 23, 2016

There are more examples I could add of what I consider to be ‘bad’ examples of Customer Experience measurement – but rather than me rambling on, I would love for you to add your reasons by commenting on this article. The post Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Zeisler Consulting

FEBRUARY 25, 2021

While he did do what we needed as the Customers, voicing it the way he did was inappropriate. As I’ve written before , trust is vital to the proper working of a good Customer-centric organization. That trust flows on to Customers as well. It’s also a fail for the waiter.

Policies 72

Policies Customer Centricity Culture Leadership 72

CX University

MARCH 22, 2018

In this article, I’m going to reimagine what the C-Suite might look like when it is galvanized around a broader CX mission. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. Let Customer-Centricity Make Competitors Irrelevant.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Zeisler Consulting

AUGUST 17, 2020

Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX. In the last installation we’ll discuss what it takes to build and support a Customer-centric culture.

Resources 72

Resources ROI Customer Centricity NPS 72

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Playvox

SEPTEMBER 30, 2022

Related Article: 5 Proven Strategies To Help Remote Contact Center Agents Feel Valued. Showcase Your Customer Support Team Progress. Related Article: How Support Tagging Boosts Product-Support Collaboration. Related Article: 3 Tips For Optimizing Your Contact Center Schedule. Make Your Customer Support Team’s Voice Heard.

Contact Center 67

Contact Center eBook Report Tips 67

ChurnZero

JUNE 14, 2023

This article was originally published in Forbes. For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” While 83.1%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

CSM Magazine

FEBRUARY 6, 2019

During the era of low cost, low value service delivery, measuring advisors purely based on the speed with which a customer interaction could be wrapped up, irrespective of the quality of service or value of the experience, was the priority. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Second to None

AUGUST 7, 2018

The following article is a guest submission written by Laura Gayle. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

ClearAction

MAY 31, 2015

When CXM champions are facilitators of CXM ownership among all the employees, improvements that are meaningful to customers, and in turn, to the business, are catalyzed. A surprising percentage of customer voice programs aim only to collect or analyze data, without expectations of taking significant action on customers’ inputs to the company.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Second to None

JULY 31, 2018

The following article is a guest submission written by Sam Makad. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Study 59

Study Voice of Customer Consulting Brands 59

DCX

OCTOBER 29, 2024

Bring In Real Customer Voices—Live or Recorded Want to get real, fast? Bring in a few actual customers (even virtually) to share their stories. Make it fun, keep it real, and watch your team start connecting with customers on a whole new level. So, what do you say? Ready to give this a shot with your team?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ClearAction

MAY 18, 2017

The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

Confirmit

MAY 29, 2018

” This question should be followed by at least another question: “Why”, as the respondent’s answer will guide the organization when it comes to driving customer-centric change. Increases over time based on the initiatives you take to increase customer experience. What Are the Net Promoter Economics?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

ClearAction

AUGUST 29, 2015

Addressing one at a time can help you save one customer at a time from defecting to your competition. Why ROI Requires the Other 2 Action Types: (A) When one customer voices something, you can bet that they represent dozens or thousands in your customer base. (B) Retained customers may or may not offset the investment.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

NobelBiz

FEBRUARY 22, 2023

When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

Lumoa

NOVEMBER 7, 2022

But now, more organizations are realizing how essential customer insights are to developing a customer-centric business. From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

SurveySensum

JANUARY 15, 2024

These shifts are why online reviews shape customer trust, brand perception, and purchasing decisions. This article will look at the role of online reviews in the digital world and how they change e-commerce, affect consumer trust, and boost the economy. Anyone can impact a brand’s image, whether a small-scale customer or a business.

Consumers 59

Consumers Social Media Brands Customer Satisfaction 59

DCX

AUGUST 25, 2024

Thanks for sharing with us!" - Corey Get 30 day free trial Welcome to this week's roundup of customer experience insights! This week, I've handpicked a diverse range of articles to challenge your thinking, broaden your perspective, and sharpen your skills. Make "customer as North Star" a core value.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

Thanks for sharing with us!" - Corey Get 30 day free trial Welcome to this week's roundup of customer experience insights! This week, I've handpicked a diverse range of articles to challenge your thinking, broaden your perspective, and sharpen your skills. Make "customer as North Star" a core value.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52