Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Of course, it’s not just one metric. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Numerous participants enroll for general skill-building.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Here’s how to gain momentum as your organization responds to mandates and how to take intentional steps toward the future of customer-centric, cross-agency collaboration.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. ClearAction offers a CCXP Exam Prep Course.). Customer Experience Text Mining for Gold Nuggets.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. So VoC managers conduct numerous analyses to prove the connection between customer feedback and revenue trends.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

FEBRUARY 26, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA).

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA).

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Pointillist

AUGUST 18, 2021

It just shows the point that you can’t truly be a customer-centric company if you’re taking purely inside-out approaches where you’re more concerned with streamlining the way your internal processes work and how much they cost, rather than focusing on the customer and the goals they’re trying to accomplish.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

DCX

AUGUST 25, 2024

Balance those spreadsheets with insights from your frontline employees and your experienced intuition. By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. Be patient and focus on quality before quantity.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122