Thematic

JUNE 9, 2022

Is your company getting the insights they need from customer feedback? And you know the insights are there. But unless you're able to translate everything into the language of your organization, and tailor insights to your audience, you may miss your chance to make an impact. ?This Your data is good.

Feedback 62

Feedback How To Roadmap Analysis 62

SurveyGizmo

MAY 4, 2021

Survey of Customer Insights and CX Strategy Leaders Reveals That Despite Major CX Investments Only 24% Believe Customer Feedback is Effectively Addressed. Many organizations think that, because they’re collecting customer feedback, their VoC program is proceeding as it should — even if they aren’t acting on this data.”.

Study 52

Study Feedback Customer Centricity Consulting 52

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Zeisler Consulting

DECEMBER 7, 2022

From a (much more seasoned) colleague I learned a witty thing to say at the end of each session: “If you have negative feedback, please share it with me; if you have positive feedback, please share it with my boss.” Please feel free to share that feedback when you get a survey request.”

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Zeisler Consulting

DECEMBER 13, 2023

There’s a lot of ink spilled on thought-pieces about VoC and how great these insights can be if you’re asking probing questions and listening with an ear to actually learn and grow from the feedback your Customers are willing to offer. After all, they say, feedback is a gift!

Contact Center 72

Contact Center Survey Feedback Customer Insights 72

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Thematic

MARCH 27, 2019

And how closing the customer feedback loops helps reduce and predict customer churn. 3 L ead Causes of Customer Churn. Delayed Feedback. Customers need quick responses every time they engage with your business. And if you can’t respond fast, then your customers are more likely to move on.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Was the agent polite?),

Survey 93

Survey Meeting Video Feedback 93

InteractionMetrics

MAY 16, 2024

Do we have friction points that frustrate our customers? What can we learn about how to sustain (or even amplify) our customers’ loyalty? What specific details could help us grow our customer base profitably? Is the feedback we currently get from our customers truly objective and representative of our customer base?

Net Promoter Score 52

Net Promoter Score Customer Experience How To NPS 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. These include AI-driven voice bots, chatbots, mobile apps, kiosks, and web tools.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

SurveySensum

MARCH 15, 2024

They both launched their products around the same time but only Company B received more downloads and positive feedback. This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics.

Tools 52

Tools Software Marketing NPS 52

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CloudCherry

JANUARY 22, 2020

According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers. Failure to capture unstructured and unsolicited feedback. Not Interpreting Feedback. Not Acting on Insights. But voice of the customer data can also come in real-time.

How To 243

How To Social Media Analysis Feedback 243

Horizon CX

MAY 19, 2023

They should be given opportunities to provide feedback, ask questions, and contribute ideas. External Consultants and Experts: Depending on the complexity and scope of the transformation, organizations may seek external expertise from consultants, specialists, or experts in change management, organizational development, or specific domains.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

SurveyGizmo

OCTOBER 26, 2021

From customer insights to market research to concept testing, Qualtrics CoreXM is the central research platform that allows anyone to capture experience insights and take action. What IT/InfoSec dislikes : Requires long and complex implementation, often using professional services or consultants.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98

Zeisler Consulting

DECEMBER 20, 2022

Well, I’m often in a quandary when people ask, “How do you handle negative feedback from surveys or your broader VoC program?” I scratch my head, because, as I’ve written before , the purpose of your Customer insights efforts should be explicitly looking for that negative feedback.

Effort Score 72

Effort Score Feedback Customer Insights Course 72

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. 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

CSM Magazine

JANUARY 30, 2024

Connection to Business Success The intricate interplay between customer service and overall business success is irrefutable. Content and loyal customers drive repeat purchases, fueling revenue growth. They also serve as invaluable sources of feedback and referrals, facilitating organic expansion.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . We’re not the only ones obsessed with the Voice of the Customer.

How To 150

How To ROI Policies Analysis 150

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact.

Banking 208

Banking Feedback Management Culture 208

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Determine who will help drive your CX strategy. Establish employee guidelines.

Transportation 129

Transportation Industry Management Guidelines 129

Customer Bliss

JUNE 1, 2017

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience. There’s also a summary of the report here. What can we learn?

Data 177

Data Technology Leadership Consulting 177

One Millimeter Mindset

DECEMBER 10, 2020

My speaking, consulting and coaching programs do not shy away from this topic, either. Next, they rarely asked for input and feedback from other team members. And they never polled the group for feedback. By the way, when I facilitate and consult, those messages are sent directly to me.

Innovation 81

Innovation Consulting Meeting Leadership 81

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

Lumoa

DECEMBER 7, 2022

And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. By combining these companies’ consultancy and feedback analytics solutions, this partnership will be a powerhouse for delivering exceptional customer experiences. ” – Peter.

Customer Centricity 41

Customer Centricity Airlines Government NPS 41

2020 Research

AUGUST 29, 2022

What is a Quantitative Insight Community? A quantitative insight community (IC) enables customer-centric brands to create a continuous flow of deep customer insights. These insights come from a highly engaged community of thousands of research participants. Build Your Brand Community with Schlesinger Group

Brands 52

Brands Self Service Banking Groups 52

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best companies examine, evaluate and improve the experience for their customers as an ongoing way to do business. It means hearing feedback that hurts and doing something about it. Asking them to slow down to hear what customers are saying and understand the actual, true experience is a tall order. It means being a leader.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. I spend most of my time listening to our colleagues as my customers.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Using the objective feedback of yes/no to those straight-forward questions, real data can paint a compelling story. How should you gather this feedback?

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

Zeisler Consulting

NOVEMBER 10, 2021

I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources. But they weren’t tying it out with feedback directly from their Customers.

Effort Score 93

Effort Score NPS Metrics Measurement 93

Experience Investigators by 360Connext

OCTOBER 26, 2017

So once they obtain the customer, the focus is no longer there! The best CX leaders collect consistent feedback. ANY consistently measured score, whether it’s Customer Satisfaction ( C-Sat) or Net Promoter Score (NPS), or some combination of things, is better than nothing. But what about the other teams?

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Experience Investigators by 360Connext

APRIL 28, 2017

In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. What do you think you did to earn this kind of feedback? These changes have improved the employee experience in dramatic ways, too!

Case Study 152

Case Study Airlines Conference Wait Times 152

Experience Investigators by 360Connext

OCTOBER 4, 2017

Both customer service and CX leaders play a role in connecting the executive team to the actual experience. CX leaders are often responsible for gathering and interpreting customer feedback. “Our customer satisfaction went up.25% Therefore, their VoC reports are often distributed widely. 25% this month.

Customer Service 181

Customer Service Social Media Innovation NPS 181