ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Customer Experience Management. Immediate Action.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. What is a value chain? What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Smoother digitalization involves the IT function plus business process owners across your company. 9) Stop seeing NPS as your sure-win.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? companies $136.8 Why do companies struggle to meet customer expectations?

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It becomes tempting to make wild guesses that just aren’t bringing ROI.

B2B 208

B2B Survey Net Promoter Score Social Media 208

Wootric CX Blog

JANUARY 9, 2019

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. “In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution.

Feedback 40

Feedback Management Comparison ROI 40

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

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. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. A book for CX leaders. Sean holds a Ph.D.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

SEPTEMBER 3, 2018

CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Both of these orientations tend to be company-serving rather than customer-focused. Percentage of customers acting on text message account alerts.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new partners because their current solutions weren''t delivering the value they needed. then you might be headed toward a whole lot of company-centric surveys.

Net Promoter Score 48

Net Promoter Score Feedback ROI Survey 48

ClearAction

FEBRUARY 27, 2015

Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. And you're aligning the company to focus on value that's rewarded by customers.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful.

CEM 40

CEM Tips Healthcare eBook 40

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 259

NPS Software Net Promoter Score Survey 259

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. Deliver the World's Best Customer Experience. The Enlightened Customer.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Comm100

APRIL 26, 2020

You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback. Can you begin by telling us a little bit more about what unstructured feedback is and why companies have a hard time dealing with this type of data?

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Develop custom marketing campaigns for each of these target accounts.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Ways to Predict Customer Churn.

Net Promoter Score 105

Net Promoter Score How To NPS Effort Score 105

SurveySensum

JANUARY 20, 2021

Well, we have worked with a lot of growth-stage companies. They are skilled in acquiring customers but they struggle a lot in retaining those customers. they aren’t listening to the customer feedback! For a growth-stage company, these were the ‘whys’ to start a VOC program. The major reasons for it are .

Customer Journeys 52

Customer Journeys B2C Metrics Social Media 52

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. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. Customer experience excellence in the future will be led by companies that see patterns and use those insights to leapfrog the norms.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

ClearAction

FEBRUARY 23, 2015

This provides context: the initiating situation may explain the overall positive- or negative-leaning expectation set of various customers in their experience journey. Capture the customers' actual experience: not a series of steps, and not a series of ratings about your company's performance!

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

This post takes on the second key: Map for Actionability: In addition to sketching the customer experience as comprehensively and attractively as possible, make space for the "so what", to spur action across your company. Customer journey maps are a means to an end, not an end in themselves.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation.

ROI 52

ROI Report Net Promoter Score Effort Score 52

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. Wootric is headquartered in San Francisco. .

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

ClearAction

AUGUST 13, 2019

“Customer experience professionals often strive to fix everything for every single customer,” observed Diane Magers, formerly with Office of the Customer at AT&T. “At At another company, the sales reps were using the same service model, services set and pricing structure for everyone,” Magers recalls.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48