OpinionLab

MAY 4, 2017

In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. There is also the argument that customer feedback doesn’t always influence purchasing behavior.

Sports 79

Sports Apparel Omni-Channel Rewards Programs 79

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

OpinionLab

SEPTEMBER 16, 2016

Your customers are coming at you from all angles – be this at one of your locations or online from a plethora of devices. Often, you will have different teams and divisions overseeing each of these different operations, which makes providing a consistent and rewarding omnichannel customer experience difficult.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Customer Centricity 60

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. 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.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

OpinionLab

NOVEMBER 30, 2016

Buy Online Pick Up in Store (BOPUS), or click-and-collect, has been brick and mortar retail’s answer to the rise of exclusive ecommerce outlets, offering a way to bridge digital and in-store channels – it is, in effect, omnichannel CX in action. But how can you improve to the point that your customers will want to engage with you this way?

Ecommerce 60

Ecommerce Retail Omni-Channel Voice of Customer 60

OpinionLab

NOVEMBER 30, 2016

Buy Online Pick Up in Store (BOPUS), or click-and-collect, has been brick and mortar retail’s answer to the rise of exclusive ecommerce outlets, offering a way to bridge digital and in-store channels – it is, in effect, omnichannel CX in action. But how can you improve to the point that your customers will want to engage with you this way?

Ecommerce 60

Ecommerce Retail Omni-Channel Voice of Customer 60

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pointillist

AUGUST 18, 2021

In this discussion, our panel explored five major findings: Top Performers Succeed with Journey-based Approaches Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year Digital Transformation Succeeds by Focusing on Your Customer CX and Marketing are Not Aligned Delivering Exceptional Omnichannel Experiences is Still an Obstacle. ??

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

OpinionLab

MARCH 16, 2017

An efficient VoC platform will feature analytics tools that automate the categorization, tracking, analysis and distribution of customer feedback throughout the organization and don’t require an army of analysts to run, which makes uncovering insights more efficient and easier to take action on. 2: Does it have omnichannel capabilites?

Connections 79

Connections Omni-Channel Infographics B2C 79

OpinionLab

MARCH 25, 2019

Where digital CX teams were once exclusively focused on finding and fixing issues with the digital experience, they’re now emerging to play a leading role in improving CX across the entire customer journey. In addition to sound, quantitative business analysis, verbatim qualitative customer feedback can help bring the numbers to life.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

OpinionLab

MARCH 25, 2019

Where digital CX teams were once exclusively focused on finding and fixing issues with the digital experience, they’re now emerging to play a leading role in improving CX across the entire customer journey. In addition to sound, quantitative business analysis, verbatim qualitative customer feedback can help bring the numbers to life.

Omni-Channel 60

Omni-Channel Customer Experience Contact Center Retail 60