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

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

Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience . Abbreviated transcript.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

ijgolding

JULY 9, 2018

Customer has never been more important in business than now and you can see board level representation of ‘voice of customer’ in many top flight organisations. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! Enjoy the read!!

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Innovative CX

DECEMBER 12, 2019

In 1999, I read a book entitled, First, Break all the Rules, by Marcus Buckingham and Curt Coffman. As some of you know by now, I like re-reading business books from years past. This book is primarily about leadership and “what the world’s greatest managers do differently”. I found meaningful nuggets in this book.

Customer Journeys 52

Customer Journeys Leadership Customer Satisfaction Study 52

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

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–> We invited Don Peppers , bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject.

Measurement 105

Measurement Airlines Survey Voice of Customer 105

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. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Thematic

DECEMBER 9, 2019

Better customer experience: Shorter lines, more efficient payment Marketing by using pictures of athletes and other famous celebrities online Marketing by using influencers on social media like YouTube and Instagram Better business results: More relatable people who have their own audiences that can be reached more easily.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

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.

CEM 48

CEM Chatbots Voice of Customer Software 48

Innovative CX

JULY 10, 2019

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. He was as inspiring in person as his writing was in the book. Before you read on, if you are familiar with the book, can you name the 7?

Customer Journeys 40

Customer Journeys Leadership Voice of Customer Loyalty 40

ShepHyken

FEBRUARY 22, 2019

Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store. I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX.

Hotels 107

Hotels B2C Loyalty B2B 107

Thematic

DECEMBER 9, 2022

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

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

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

Second to None

MAY 10, 2018

Beyond staffing a team of highly engaged employees that provide your idealized level of service, one of the most popular ways to keep customers coming to your stores is to provide a lounge or café areas in which the purpose is not to push the customer along the path-to-purchase, and instead is simply meant to provide value to each individual.

Apparel 54

Apparel Retail Voice of Customer Brands 54

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. You would not ask someone to audit your books if they were not a qualified accountant…….would

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Second to None

JULY 17, 2020

And only 18% could book an appointment for the patient. A smart way you can measure your patient experience is through using mystery shopping programs or voice of consumer surveys. A smart way you can measure your patient experience is through using mystery shopping programs or voice of consumer surveys.

Omni-Channel 62

Omni-Channel Healthcare Industry Wait Times 62

inmoment

MARCH 12, 2020

Now is not the time for call centers to “play by the book” and enforce rigid corporate policies. These are truly uncharted waters for us, but one thing is abundantly clear: the companies that provide excellent customer and employee experiences today will come out much stronger than their counterparts when this pandemic is over. .

Customer Experience 93

Customer Experience Travel Tips Policies 93

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

Seaton CX

JANUARY 4, 2024

When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.

B2B 52

B2B Case Study Airlines Roadmap 52

Customer Bliss

APRIL 24, 2018

Amanda is responsible for the Customer and Partner Experience strategy at Microsoft, where she manages an organization in charge of several key voice of customer programs and measurement systems. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

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

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

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. More #CXSecrets.

Marketing 67

Marketing CEM Advertising Video 67

CX Centric

NOVEMBER 17, 2020

We were very lucky to have booked Sue Nabeth Moore to join us as part of the CX Centric Conversation. CX Centric Conversations are international and interactive, and always explore pressing challenges related to business growth through Customer Experience.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

ECXO

MARCH 21, 2023

This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Set objectives and goals: Identify key objectives and goals for your customer experience program. This should align with your company’s overall business strategy.

B2B 98

B2B Customer Experience Roadmap Culture 98

SuiteCX

OCTOBER 22, 2015

September 23, 2015 Customer Journey Mapping: Balancing customer and company needs to drive business outcomes In 2013 Harley Manning and Kerry Bodine at Forrester Research released the book Outside In: The Power of Puttng Customers at the Center of your Business. Turning the focus of (..)

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

CX Journey

APRIL 28, 2016

Frank Eliason understands how this works and has captained these programs for very large companies that attract a high volume of customer feedback, including the television and Internet access company Comcast, and Citi, where he served as the global director of the customer experience team.

Company 80

Company Policies Feedback Communication 80

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. To reduce churn? Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Waypoint Group

MARCH 5, 2020

I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “ Failure Sucks!

Sales 40

Sales Customer Success B2B Customer relationships 40

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

Thematic

MAY 19, 2022

It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program? A Voice of the Customer program is the process of identifying, analyzing and acting on insights into your customers' preferences, expectations, and dislikes.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Think Customers

DECEMBER 13, 2021

For example, starting with the right feedback mechanisms can give you first-hand insights from customers about the new channels and capabilities available to them. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools. The post 6 ways to renew (and stick to!)

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

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