SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. What is Voice of Customer Data Analytics?

Analytics 52

Analytics Social Media CEM Effort Score 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well.

Voice of Customer 48

Voice of Customer CEM Effort Score Fashion 48

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. Sites have even popped up where businesses can review customers !

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

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

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. But again, every customer satisfaction metric has several factors that influence the results.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. That is an easy approach, but it doesn’t offer enduring value in terms of enabling the organization to make continuous improvement to the customer experience – one customer at a time. Utilize CEM software.

Customer Satisfaction 48

Customer Satisfaction CEM Survey Customer Experience 48

Customer Interactions

JULY 7, 2015

For me, the unique value of consulting services supporting CEM software is the ability to distil huge quantities of customer data into the ‘so what’ that drives progressive business change around the Voice of the Customer.

Voice of Customer 28

Voice of Customer CEM Consulting Software 28

Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. With a CEO-backed program, you can help transform your company culture into one with a customer-first mind-set.

CEM 40

CEM Tips Healthcare eBook 40

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Company 117

Company Net Promoter Score Hospitality CEM 117

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. Customers want things to be easy with as little friction as possible.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Get creative to get people on board.

Communication 54

Communication CEM Touchpoint Software 54

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like.

Marketing 67

Marketing CEM Advertising Video 67

SuiteCX

JUNE 1, 2015

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.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Experience Matters

APRIL 7, 2015

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. The result: happy, loyal customers. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Clarabridge

MAY 2, 2017

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Thinking of feedback only with regard to a survey.

Company 40

Company Customer Experience Survey B2B 40

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60