BlueOcean

FEBRUARY 14, 2018

Or was it customer service? We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. In fact, Deloitte predicts that omni-channel customer interactions are going to increase in complexity this year.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Seaton CX

JANUARY 4, 2024

Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. I visited one contact center housed in a converted distribution warehouse, far from the luxurious headquarters. But after onboarding, the greatest number of interactions with the customer happen in support.

B2B 52

B2B Case Study Airlines Roadmap 52

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. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Stella Connect

OCTOBER 26, 2021

Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. As a result, the common story of the contact center is one of burnout and attrition. Finally (and worst of all), there’s a disconnect with customers.

Call Center 52

Call Center Management Contact Center Effort Score 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Effort Score Net Promoter Score 174

SurveySparrow

JUNE 20, 2023

These alternatives offer a range of features to help you gather valuable feedback, increase response rates, and strengthen customer loyalty. In this blog, we’ll introduce you to 10 impressive tools that can give SoGoSurvey a run for its money. Let’s dive right in! Why look for alternatives?

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

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. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Russel Lolacher

MARCH 29, 2021

To meet the SMS self service expectations of your customers in 2021, consider… Using SMS/texting as a relationship tool – check-in to strengthen the overall relationship, send them a gift to improve loyalty. Continually seeking out opportunities to improve your customer self-service – are people being dropped?

Self Service 52

Self Service Engagement Banking Comparison 52

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Are we keeping our CX vows to customers and employees? It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

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

CSM Magazine

AUGUST 22, 2019

With horizontal tracks and vertical themes, designed in collaboration with the executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands. Join the America’s biggest brands in their mission to bring customer service to the center of the business.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Kustomer

SEPTEMBER 3, 2020

And then from there you can create the strategy and the fundamental best practices and the change management techniques…Why does our customer do business with us, and how can we increase their loyalty and work backwards from there? And then you build up your voice of customer engine. The why’s of our customer.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Seaton CX

AUGUST 17, 2023

If you don’t understand the customer journey, then you won’t know what to measure—and will probably measure the wrong things and make the customer experience worse. The customer journey mapping process discovers the customer activities and interactions that have a disproportionate impact on customer loyalty.

Customer Journeys 52

Customer Journeys Measurement Customer Experience How To 52

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

NOVEMBER 20, 2020

We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center. Businesses often struggle with the tools to listen to customers everywhere. What is the VoC gap?

Contact Center 104

Contact Center NPS Case Study Comparison 104

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Policies 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 20, 2020

Use nearly-free sources of customer feedback as your baseline voice-of-customer: contact center comments, sales and service comments, community comments, customer-facing employees, etc. Combine all sources of customer feedback for a single monthly report to each business unit.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Use nearly-free sources of customer feedback as your baseline voice-of-customer: contact center comments, sales and service comments, community comments, customer-facing employees, etc. Combine all sources of customer feedback for a single monthly report to each business unit.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101