Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CX Journey

JULY 9, 2015

Voice of the Employee (VoE) includes similar data types about the employee experience, employee engagement, and the workplace culture. I like to refer to those four in lump sum as voice of the constituents.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

SuiteCX

JANUARY 29, 2021

How do you know you are not only excellent, but at the center? A voice of customer program had been set up, and some relationship and transactional surveys were underway. Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. Who do you bring in?

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

inmoment

MARCH 12, 2020

Now is not the time for call centers to “play by the book” and enforce rigid corporate policies. Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. Employees own another level of stress in situations like this. .

Customer Experience 93

Customer Experience Travel Tips Policies 93

CX Journey

SEPTEMBER 19, 2018

Employee Advisory Boards Employee advisory boards typically meet on a monthly basis to provide feedback to employers about the employee experience, benefits, culture, and more. Formalize the process for employees to capture the pain points and sources of frustration that they hear about from your customers.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80