ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Listen to the voice-of-customer. Net Promoter Score in a nutshell.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. Here’s an example of how a startup’s customer experience department might be structured. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

NOVEMBER 7, 2022

From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights. When everything you do is validated by your customers, you’ll create a business that retains customers. Check out our article “Customer Experience, whose business is it?”

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

BirdEye

DECEMBER 1, 2020

More often than not, businesses make decisions based on partial data and as a result, the gap between what the customer wants and gets keeps increasing – The gap between Voice of Customer (VoC) and customer experience (CX). Centralize customer feedback. The sheer volume of data is simply overwhelming.

Customer Experience 98

Customer Experience NPS Customer Journeys Touchpoint 98

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

ClearAction

NOVEMBER 7, 2017

scientific specifications, and downstream customer concerns, as explained in the recent article: Business-to-Business Customer Experience: What’s It Like? Integrating data is one of the big challenges for customer experience management. Image licensed to ClearAction by Shutterstock. .

B2B 109

B2B Customer Journeys Study Customers 109

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. Over the past year, another lesson has emerged that I would like to share with you.

CEM 48

CEM Chatbots Voice of Customer Software 48

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., ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing CEM Advertising Video 67

ClearAction

DECEMBER 11, 2018

Her observations are in accordance with the first half of this six-part series which also pointed out that MarCom-focus for customer-centric marketing is extremely short-sighted in what’s needed by your company. Note: this article focuses on Marketing’s understanding of customer journeys. It short-changes marketing’s impact.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

NOVEMBER 22, 2019

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Employees see the positive and negative experiences reported by customers, and with so many bright posters lighting up the office, they are excited and informed!

Communication 54

Communication CEM Touchpoint Software 54

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. No matter how good your offering is, if your customer experience is sloppy, it will immediately turn away your paying customers. Businesses should refine the customer experience at each opportunity.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Get started for free today. .

Measurement 84

Measurement Effort Score Customer Experience Data 84

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Thematic

JUNE 3, 2021

In this article we'll cover: Key factors to consider before choosing a survey tool. Will you choose a survey tool or a customer experience management platform? Check what existing customers are saying. This is typically managed by the Customer Experience team and is known as a Voice of Customer program.

Survey 62

Survey Tools Customer Experience Measurement 62

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain? That is mutual value creation.

ROI 48

ROI Effort Score Customer Journeys B2B 48

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. And without great analytics, you would not understand your data.

NPS 259

NPS Software Net Promoter Score Survey 259

ClearAction

FEBRUARY 27, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Related articles: Voice of the Customer: Do This, Not That. Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

AUGUST 23, 2008

Click here for podcast version: Customer Complaints: Love Those Lemons to Improve Customer Experience (3:28). Related articles: Customer Experience Insights by Stepping Into Your Customers’ Shoes. Customer Retention Begins with Trust. Customer Experience Management Prevents Hassles.

Competitive Advantage 62

Competitive Advantage Customer Retention Customer Experience Management Leadership 62

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Before starting his firm, Thompson worked in the IT industry for fifteen years. Hilary George-Parkin.

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Before starting his firm, Thompson worked in the IT industry for fifteen years. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. Alex Bakula-Davis. Alex McClafferty.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth. Unanswered questions. Convergence!

CEM 70

CEM Marketing Voice of Customer Video 70

ClearAction

AUGUST 24, 2008

Related articles: Customer Experience Social Media Conversations. Start with Your Customers for Success in Every Strategy. Fall in Love with Your Customers for Best Customer Experience. What You Aren’t Hearing is Affecting Your Customer Service.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Survey Customer Experience 48