CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Companies need to join the conversation.”

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

Second to None

FEBRUARY 22, 2019

At the end of the day, numbers and metrics represent the relationships between people and your brand. Having employees place themselves the shoes of the customer can be an effective exercise to identify common feelings that people may experience when navigating your program. Become Experts in Emotional Intelligence.

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

SuiteCX

OCTOBER 22, 2015

The most effective method to achieve this alignment is to conduct a Customer Journey Mapping exercise. Seeing your customer’s perspective at every touch point with your company is often a powerful motivator for change. However, each department head who participates in the exercise (..)

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

ClearAction

JANUARY 20, 2020

CXM closes the gap between value proposition and value delivery toward customers’ outcomes. closing the brand-customer gap or matching realities and expectations per customers’ viewpoint). How customers see your contribution to what they want in their life/business. 14) Use Customer Lifetime Value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Think Customers

AUGUST 30, 2021

In its research, “The Forrester Tech Tide : Sales Technologies, Q1 2021,” Forrester finds that digital “front doors” are now the primary way that sales prospects connect with brands—80% of B2B sales will take place in remote and digital settings, elevating the roles of data insight, digital content, and inside sales in the sales process.

B2B 59

B2B Sales CRM Video 59

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data collection program. It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash.

Data 40

Data Effort Score Contact Center Voice of Customer 40

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

CX Journey

MAY 17, 2017

The customer journey can be improved through listening and identifying areas where the journey is failing or causing customers to look for alternatives. Don't ignore the learnings and outputs of this exercise. How do you know when it's time to redesign or to update your customer listening efforts? It might be time if you.

Survey 159

Survey Feedback Social Media Roadmap 159

ClearAction

JANUARY 20, 2020

CXM closes the gap between value proposition and value delivery toward customers’ outcomes. closing the brand-customer gap or matching realities and expectations per customers’ viewpoint). How customers see your contribution to what they want in their life/business. 14) Use Customer Lifetime Value.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Customer Alignment

JANUARY 21, 2018

I predict there is going to be a step back from the vast array of, primarily transactional surveys, and Voice of Customer as we know it. VoC platforms have done a great job at bringing all kinds of sources of data into one repository, but they don’t reveal the full, accurate customer picture.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. It’s a huge [customer] lifecycle,” says Matt. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

SEPTEMBER 22, 2021

Discourse analysis is commonly used by brand strategists who hope to understand why a group of people feel the way they do about a brand or product. Most organizations have now invested in Voice of Customer programs , support ticketing systems, chatbot and support conversations, emails and even customer Slack chats.

Analysis 111

Analysis Data Feedback Analytics 111

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.), 2) Make the case : Winning brands win the hearts of their customers. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Talkdesk

MAY 23, 2019

We were involved in getting the brands to build their own, so it was build, design and transfer shop. I was huge fan of exercising quality and consistency in the public context of Twitter and Facebook. I think there’s some really, really terrific brands. We were involved in building our own little contact center practice.

Contact Center 44

Contact Center Consulting Groups Brands 44

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

RapportBoost

DECEMBER 10, 2018

Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers. Brands must know which asset and knowledge they have in order to successfully actually transfer it to a chat bot.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40