Consulting, Customer Voice, Feedback and Voice of Customer

Use Customer Feedback To Support, Not Punish, Your Employees

Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Customer feedback can impact several different pillars of your organizational structure.

Feedback

Feedback Net Promoter Score Voice of Customer Leadership

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

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

Customer Experience Customer Centricity Self Service Culture

People Are What Drives Your Brand Experience: Who Is Representing Your Brand?

Second to None

SEPTEMBER 7, 2018

All of the tweets, status updates and Instagram pics you send out from your different accounts should be on message, but beyond that, social media consumer interactions can be a great opportunity to provide service and prove to consumers that you value their time and feedback.

Brands

Brands Social Media Retail Voice of Customer

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

CX: How it all works

Zeisler Consulting

AUGUST 10, 2020

Regardless of what sort of organization we’re talking about, and regardless of the segmentation of Customers, we can’t improve the CX without first listening to and understanding what our Customers say about our current products and/or services and what they’d prefer to see from them. Volumes can be (and have been!)

Culture

Culture Customer Centricity Exercises Strategy

Why Reporting Matters When Developing A CX Measurement Program

Second to None

AUGUST 28, 2018

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization.

Report

Report Measurement Voice of Customer Leadership

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 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. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience

Customer Experience Customer Centricity Culture Consulting

Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

APRIL 26, 2018

Beyond mystery shopping programs, another great way to improve employee performance is to implement employee feedback programs. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Brand Values

Brand Values Brands Leadership Voice of Customer

Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

FEBRUARY 6, 2019

Furthermore, those whom interact directly with the customer will have a better understanding of the effects of new initiatives. Therefore, it is helpful to establish a cycle of research, initiation, and employee feedback. PROGRESS TAKES TIME. Too often companies look for an immediate solution that will yield instant results.

Customer Experience

Customer Experience Voice of Customer Innovation Course

6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”.

Customer Success

Customer Success Company Management Roadmap

Digging Deeper into Net Promoter Score

Second to None

FEBRUARY 1, 2019

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Net Promoter Score

Net Promoter Score NPS Effort Score Metrics

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

Second to None

SEPTEMBER 18, 2018

Typically, customers will call these helplines to resolve a specific issue and it is vital that your team is striving to reduce as much effort when completing these requests. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center

Call Center Effort Score Net Promoter Score Voice of Customer

How To Stand Out In The Sportswear Industry

Second to None

FEBRUARY 20, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Industry

Industry Net Promoter Score How To Ecommerce

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

JANUARY 22, 2019

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Telecommunications

Telecommunications Effort Score Voice of Customer B2C

5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels.

ROI

ROI Feedback Survey Financial

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

COPC

NOVEMBER 13, 2019

Shouqi Group, with its 68 years of experience in car services and the well-known “State Guest Service Team,” has been offering services to major foreign affairs and political conferences including the NPC (National People’s Congress) and CPPCC (Chinese Political Consultative Conference) in China. Working closely with COPC Inc.

Customer Satisfaction

Customer Satisfaction Voice of Customer Conference Consulting

Segment Your Customer Interaction Strategies

Second to None

MAY 3, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Interaction

Interaction Strategy Voice of Customer Brands

The State of Customer Journeys & CX: A Conversation with Diane Magers, Ian Golding and Dan Gingiss

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement.

Customer Journeys

Customer Journeys Self Service Omni-Channel Measurement

Wootric Named “Notable Vendor” in Gartner’s Market Guide for Voice-of-the-Customer Applications

Wootric CX Blog

DECEMBER 2, 2019

Gartner defines Voice of the Customer applications as the collection of capabilities required to collect, analyze, and act upon a broad range of customer feedback sources that include surveys and other, more indirect and inferred feedback channels. .

Competitive Advantage

Competitive Advantage Marketing Chief Customer Officer Voice of Customer

Customer Experience Update

Use Customer Feedback To Support, Not Punish, Your Employees

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Webinars

Trending Sources

People Are What Drives Your Brand Experience: Who Is Representing Your Brand?

Webinars

CX: How it all works

Why Reporting Matters When Developing A CX Measurement Program

Customer Experience Challenges According to 15 CX Experts

Are Your In-Store Employees Delivering Your Desired Brand Value?

Are you Making Big Changes to Avoid the Customer Experience Rut?

6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel

Digging Deeper into Net Promoter Score

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

How To Stand Out In The Sportswear Industry

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

5 Radical Changes to VoC of the Future for ROI Maturity

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

Segment Your Customer Interaction Strategies

The State of Customer Journeys & CX: A Conversation with Diane Magers, Ian Golding and Dan Gingiss

Wootric Named “Notable Vendor” in Gartner’s Market Guide for Voice-of-the-Customer Applications

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