Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Feedback Net Promoter Score Effort Score 52

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. A book for CX leaders. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Survey 71

Survey Customer Experience Customer Centricity Voice of Customer 71

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Survey 62

Survey Customer Experience How To Voice of Customer 62

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link]. How Do You Use Them? What are the best types of alerts? How do you use them?

Voice of Customer 62

Voice of Customer Tips Measurement Survey 62

Beyond Philosophy

JUNE 16, 2022

Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Ignoring the Voice of Customer and the experience you deliver creates long-term vulnerabilities.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

PeopleMetrics

OCTOBER 28, 2020

Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE! ,

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

PeopleMetrics

OCTOBER 28, 2020

Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE! ,

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

ECXO

MARCH 21, 2023

Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. This can be done through surveys, focus groups, interviews, and other feedback mechanisms.

B2B 98

B2B Customer Experience Roadmap Culture 98

Thematic

MAY 19, 2022

Effective product operations managers accelerate feedback loops, increase operational and decision efficiencies, and improve feature adoption. Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. What is a Voice of Customer (VOC) program?

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> It can provide you feedback on moments in your experience that are or are not working.

Measurement 105

Measurement Airlines Survey Voice of Customer 105

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

DECEMBER 27, 2017

There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. After you listen to customers, you actually need to use the feedback - this is a major requirement for program effectiveness. Why is that?

Feedback 118

Feedback Metrics Culture Customer Retention 118

CX Journey

SEPTEMBER 7, 2017

I don't think anything there will surprise you, but at the end I recommend a book that I think all CX professionals should read! Check it out. At first they will ask you WHY you are doing it, but later they will ask you HOW you did it. Unknown.

Feedback 97

Feedback Communication Customer Experience Company 97

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: Should CSM book size be based on ARR or customer count?

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Wootric CX Blog

DECEMBER 8, 2019

Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. In the book The Effortless Experience , Matt Dixon and his coauthors lay out research results that are surprising. Why Focus on Effort?

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

CX Journey

APRIL 28, 2016

They are the “meh” in the middle, and they are what kill businesses One benefit of paying attention to feedback is the ability to glean insights about your business that can improve your operations and processes. Eliason is also the author of the excellent book @ Your Service. It’s harder to do with calls, and easier to analyze online.

Company 80

Company Policies Feedback Communication 80

inmoment

MARCH 12, 2020

Customers are going to continue to consume products and services, so don’t turn off your listening programs. Pay special attention to unstructured feedback and use those themes to train customer-facing teams in empathy and flexibility. . Tip #1: Keep Listening . Tip #3: Be Flexible.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Customer Bliss

APRIL 24, 2018

When she was ready to assess the work to be done in her role, Amanda did the following: Looked at all VoC and customer listening systems to know what the customers were saying. It was important to understand parter feedback and what work was and wasn’t successful. . About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

SuiteCX

OCTOBER 22, 2015

Doing this regularly enables you to walk the walk and help transform your enterprise into a truly customer-‐centric culture. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

CX Journey

JANUARY 22, 2016

When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. I recently wrote about the many voices of customer experience, all important to total customer understanding.

Innovation 80

Innovation Company Voice of Customer Meeting 80

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. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold.

Marketing 67

Marketing CEM Advertising Video 67

CX Journey

MAY 20, 2015

We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), employee feedback about their own experience or about the customer experience, call center interactions, account manager conversations, blogs, tweets, shares, online reviews, medical records, books, and more.

Call Center 80

Call Center Analytics Social Media Survey 80

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback.

Customer Success 59

Customer Success Company Management Roadmap 59

Think Customers

DECEMBER 13, 2021

Meanwhile quantitative research methods—including surveys, website analytics and CRM data—can provide broader stroke insights that inform a deeper understanding of customer preferences and receive feedback on your current CX. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

Survey 52

Survey Travel Feedback Study 52

OpinionLab

SEPTEMBER 12, 2017

I’m a big fan of the show, having seen all episodes and read all the books. 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.

NPS 94

NPS Effort Score Net Promoter Score Survey 94

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

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.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Thematic

JANUARY 21, 2020

To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . 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.

Feedback 121

Feedback Roadmap Analysis Analytics 121

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Apply here: [link].

Customer Success 19

Customer Success User Experience Analysis Customer Centricity 19

OpinionLab

JULY 28, 2016

Despite the mobile complexity you face, your customers expect a seamless cross-channel experience, instant gratification, and immediate action. OpinionLab uniquely empowers you to gather “in the moment” customer feedback from within your mobile experience. Download our Mobile CX e-book to learn more.].

System 60

System Feedback Customer Care Customer Experience 60

Waypoint Group

MARCH 31, 2015

He maintains the idea that it shouldn’t all be about obtaining new logos but making the customers you already have happier, which will in turn lead to more word-of-mouth referrals, has been their personal key to rapid success. This concept is especially important in B2B, which is what we’ve even detailed in our book Failure Sucks!

B2B 40

B2B eBook Tips Groups 40

Wootric CX Blog

FEBRUARY 11, 2019

Customer and prospect interviews are a great way to understand problems in the users’ context: current behavior, user expectations and their goals by using our product. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Metrics 73

Metrics Effort Score eBook Roadmap 73

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52