GetFeedback

JULY 19, 2019

Operational and customer lifecycle data. VoC is not just about where and how you ask customers how they feel, it’s also about how they act. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Beyond Philosophy

OCTOBER 28, 2021

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. For example, when it comes to experiences in contact centers, it’s about convenience.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

ClearAction

OCTOBER 4, 2015

c) Put processes in place to pursue both sides of the ROI equation: the faulty investments of status quo processes that aren't hitting the mark for customers (whittle-down dumb costs), as well as upside potential of being easier to do business with. d) Step back and look at things from a customer's viewpoint.

Strategy 48

Strategy Customer Experience How To ROI 48

ShepHyken

DECEMBER 13, 2019

Establish a timeline and define your goal/s and philosophy, plan your strategy, create realistic targets and decide if you want to focus on quick-wins or long term ROI. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Map out your journey.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130