Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

Voice of Customer 52

Voice of Customer Study B2B Exercises 52

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Russel Lolacher

JUNE 15, 2021

Some of these do indeed exist already but as our culture continues to put customers ahead of employees, it might spark some ideas on how an organization can internally better engage their staff. We can’t forget that improving organizational health improves customer engagement. Or at least measure how they are doing.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. CLV is the whole point of NPS® and all CX work! 15) Make it Easy for Customers to Give Feedback. Allow customers to give you feedback anytime, any way they want, about whatever they want. as Means to an End.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Oh, and your CRM database is now up to date for that account. Neither party tends to have an opportunity to see the big picture while executing.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Oh, and your CRM database is now up to date for that account. Neither party tends to have an opportunity to see the big picture while executing.

Transportation 52

Transportation Exercises CRM Feedback 52

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. CLV is the whole point of NPS® and all CX work! 15) Make it Easy for Customers to Give Feedback. Allow customers to give you feedback anytime, any way they want, about whatever they want. 18) Use CJM, UX, DX, CRM, etc.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90