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

InMoment XI

FEBRUARY 12, 2024

Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX. How to Set Up Your Business for Integrated CX Setting up your business for integrated customer experience requires a strategic approach that encompasses technology, processes, and a customer-centric mindset.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

NOVEMBER 2, 2021

Four Ways to Prove CX ROI (and Assets That Show You How). Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve.

ROI 260

ROI Customer Retention Infographics eBook 260

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? How to overcome those challenges? So, what should we expect in the nearest future?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? How do you tap into the thoughts, needs, and expectations of your target audience? The answer lies in the realm of voice of customer analytics. What is Voice of Customer Data Analytics?

Analytics 52

Analytics Social Media CEM Effort Score 52

Second to None

APRIL 4, 2018

Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them. To learn more about how to create these ambassadors, check out James Glover’s piece for Oracle.

How To 54

How To Retail Effort Score Voice of Customer 54

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Jemma, Etsy : I work in an unconventional insights function.

How To 113

How To Groups Customers Innovation 113

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs. Learn from Customers. Proactively Personalize Engagements.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Second to None

AUGUST 23, 2018

They can give you an idea of how long your branding will last before becoming stale within your industry. It’s important that your company and brand appeals to the existing market and customer base. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 59

Brands How To Voice of Customer Consulting 59

Second to None

JUNE 21, 2018

The idea behind this type of marketing is if the potential customer is consistently and continually provided with content that is both interesting and useful, the end result will be the consumer will purchase the service or product. This will help retain and grow the brand’s customer base through loyalty.

Loyalty 61

Loyalty Consumers Marketing How To 61

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of now? How to overcome those challenges? How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

GetFeedback

NOVEMBER 4, 2019

Secondly, executive teams are tired of tracking the number of survey responses —they want to see how a VoC program impacts revenue. To learn how to strategically leverage CSAT, NPS and CES, check out our free guide on customer loyalty metrics. . Free Guide: How to Run a Successful VoC Program. Get the Guide.

B2B 150

B2B Company Effort Score Multi-Channel 150

RapportBoost

DECEMBER 10, 2018

100 is that point around new channels increasingly reach and availability is really important, especially when you are thinking about customer’s preferences for channels, because it is very tempting when we are thinking about how to meet customers’ preferences. I think what we found really interesting at Comm. And in Comm.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Second to None

JULY 22, 2020

This furthers how imperative it is for grocery stores to create a seamless experience for their growing online customer base. . These surveys will allow you to collect data across the entire customer journey from when customers place their order to receiving their delivery.

Retail 114

Retail Guidelines Consumers Wait Times 114

Comm100

APRIL 26, 2020

The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. Shortly thereafter I received some coaching from Jeff Toister and Annette Franz on how to get an CX initiative off the ground and I’ve been hooked ever since! Why is this? The inevitable brick wall.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

SurveySparrow

MARCH 21, 2022

True to its name, a voice of the customer survey is a proactive and consistent approach to capture your customers’ needs, expectations, preferences, and experiences. It extracts feedback from your customer base to reveal what they like, dislike, and need improvement when it comes to your product or service offerings.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps. Plan up-front for balanced effort to last for the long-haul in making a difference for customers.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Hello Customer

OCTOBER 6, 2021

And this for two reasons: Feeling assaulted by too many poorly run Voice of the Customer surveys, the customer won’t want to tell you anything or won’t know how. Overrun by too much feedback, you won’t know how to distinguish the customer’s voice from just plain noise. Enter Voice of Customer data.

Touchpoint 76

Touchpoint Voice of Customer Customer Journeys Feedback 76

Second to None

APRIL 12, 2018

There are several types of data that restaurants may have to understand their customer base. These sites may contain information about customer experience, reviews, and overall brand sentiment that happen in real time. How to use data to derive the right customer insights. Segmentation.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Seaton CX

MAY 16, 2024

. “DARMA” is simply an acronym for the five steps in the customer journey mapping process: Define, Analyze, Research, Map, and Act. Table Of Contents What is a Customer Journey Map? Why create a Customer Journey Map? 24% of residential customers cancel their service between 12 and 24 months.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Totango

JANUARY 2, 2020

You can also shorten the onboarding phase by considering what strategies worked well with similar customers. . Make sure that your CS team can reach out to customers (and collect data) through different channels. Create a strategy for what information you need and how to collect it. Take intelligent action based on data.

Data 71

Data Roadmap Customers Customer Success 71

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. Why is it important to have customers at the heart of decision-making at a strategic level? I even made my husband read it!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. When you pre-plan who needs to do what, when, why, and how, think big.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

ClearAction

JANUARY 16, 2016

Then trends are established and one of three things usually happens: (a) the trend is in the “safe” zone, so everyone breathes a sigh of relief and goes about their business as usual, (b) the trend is in the "danger" zone, so someone gets assigned to fix it, or (c) someone is assigned to figure out how to link the trend with revenue.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ChurnZero

FEBRUARY 26, 2021

At ChurnZero’s recent virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to eliminate unhealthy friction between departments. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Amanda Ingraham , Director of Customer Success, 15Five.

Customer Success 59

Customer Success Company Management Roadmap 59

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

Customer Success 45

Customer Success Software Communication Customers 45

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? Want to read more from Mike?

B2C 124

B2C Customer Retention Strategy Brands 124

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer Retention 64

Customer Retention B2B How To Trends 64

ChurnZero

JANUARY 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Customer Success and a customer-centric framework are the key elements in this equation. They’ll tell you precisely how to help them get more value from your products and services.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98