What is Voice of Customer and How Can You Leverage It?


According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. What is Voice of Customer?

The Many Voices of Customer Experience

CX Journey

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? There are many voices that are key to total understanding.

Make Your Voice of Customer Program Actionable


How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback.

Are Your Call-Center Employees Providing Service That Reduces Customer Effort?

Second to None

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs


I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” However, I do understand it must be challenging for a data team sitting on tens/hundreds of variables to be able to give you a complete roster of their data warehouse. Step 1: Strategically Define and Capture Customer Data. Identify the one or two, over-arching objective(s) of your organization.

The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs


I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” Step 1: Strategically Define and Capture Customer Data. Step 2: Define KPIs For Each Customer Experience Channel.

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Think about CX of the Future.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

The Economics of the Customer Experience

CX Journey

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers.

Making Sense of Customer Words

CX Journey

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. How do you make sense of your customers' words? We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.),

Survey 194

Straight from the Horse's Mouth

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. from rooftops for a couple of years now. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company. This is a rich source of information, without a doubt.

Open Up Your Organization’s Communication Channels

Second to None

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Consumers now have many different opportunities to express their voices to brands, and if your organization is not receptive to this feedback, it could result in disengaged customers, ultimately impacting your ability to confirm long-term relationships.

Top Priorities in Customer-Centric Contact Centers


Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

An Article On Customer Experience That Actually Makes Sense


If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . What is customer experience? 73% of U.S.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.

Are You Working With An OmniChannel Expert?

Second to None

Customer relationships are the foundational building blocks of a high-performance organization. These interactions and relationships are spread across more than the traditional channels, and each of these avenues can affect your team’s ability to curate long-term customer relationships. For a successful omnichannel Customer Experience program, employees need to sift through and expertly analyze a large amount of information.

Microsoft’s Path to Customer Obsession with Global General Manager of Customer & Partner Experience Amanda Sachs

Customer Bliss

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016.

Defining Brands with The Kind of Customer Experience They Deliver: An Exclusive Interview with Mr. Viraj Verma, Marketing and Strategic Alliances Head, PVR BluO

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Customer experience is what the brand is. A brand is what the customer experience is.

Customer Journey Mapping: Balancing Customer and Company Needs to Drive Business Outcomes  


While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. Click here to view SlideShare.

Inspiring a CX Revolution: C3 2017 Day 1 Highlights


A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Come back to our blog tomorrow for a recap of Day 2 at C3!

It's Not Where You Start. or Is It?

CX Journey

Image courtesy of degconsulting How do you know where to start your CX journey? You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Voice of the Employee : Listen to employees.

A Journey Mapping Glossary


Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 Degree View of the Customer refers to the compilation of all the data about a customer in one place. in a single view of the customer experience. CX – Customer Experience.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

Groups 200

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands


In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 116