CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CX Journey

JUNE 22, 2017

In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

NetBase

FEBRUARY 1, 2019

Everywhere at once, of course. After gathering every bit of that data, you need to incorporate unstructured data, as 90% of the juicy tidbits available online are of the unstructured variety, of course. Your brand can skip along unaware of the negative sentiment being thrown your way instead, of course. Where do you start?

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58