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

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

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

Lumoa

AUGUST 18, 2022

Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story.

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS measures the satisfaction level of your customers, not just the attitudes they hold towards your company.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

Video 118

Video Feedback Survey CEM 118

Lumoa

NOVEMBER 7, 2022

Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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.

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

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Seaton CX

FEBRUARY 7, 2024

What is a Customer Journey Map? A customer journey map is a visualization of the experience a customer has when interacting with your company to accomplish their goal. The map shows the experience from the customer’s perspective—not the company’s.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

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. The company needs to ensure the feedback is addressed systematically.

B2B 208

B2B Survey Net Promoter Score Social Media 208

BirdEye

DECEMBER 1, 2020

More often than not, businesses make decisions based on partial data and as a result, the gap between what the customer wants and gets keeps increasing – The gap between Voice of Customer (VoC) and customer experience (CX). Centralize customer feedback. Canada, Mexico, and the U.K.

Customer Experience 98

Customer Experience NPS Customer Journeys Touchpoint 98

Daniel Group

APRIL 5, 2023

Yes, so I started with Navistar in 1989, right out of college, with Navistar Financial, who was the captive finance company for international trucks at that point in time. They’re like, “Hey, more than ever, this is important to get voice of customer. Lynn, thanks for the opportunity to be with you this morning.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

CX Journey

OCTOBER 7, 2014

The descriptions include vivid narratives, images, and other items that help companies understand the needs of the customer (contextual insights) and outline feelings, motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions. with the company.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Beyond Philosophy

JUNE 1, 2023

Depending upon the customer’s context, you should create your experience around that. For example, we were working for one of the cellular phone companies in the States. We discovered that they treated customers that had lost their phone or had it stolen the same way when they called in. Probably angry, right?

Call Center 78

Call Center Retail Course Customer Experience 78

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClearAction

APRIL 18, 2020

Accordingly, mature customer experience management can reduce business risk. As described throughout this series on CEO’s Guide to Growth through Customer-Centered Management , customer experience is customers’ realities compared to their expectations.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

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. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 48

CEM Chatbots Voice of Customer Software 48

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

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

MARCH 30, 2018

The onus is on us, as brands, to listen up and to turn these various conversations into meaningful decisions that improve the customer’s experience. To accomplish this, companies must be properly equipped to not only capture insights from billions of online interactions, but also to analyze and distribute these insights at scale.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CX Journey

MARCH 17, 2015

One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? This is a great question and one that needs to be addressed early and often in any customer experience management effort. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

B2B 109

B2B Customer Journeys Study Customers 109

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. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

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

CX Journey

JUNE 22, 2017

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. with the company. Why do you need a customer journey map?

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges. So how can organisations move from laggard to leader?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

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

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 84

Measurement Effort Score Customer Experience Data 84

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