ClearAction

NOVEMBER 7, 2017

Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. It’s best to be aware of all the drivers and factors, and manage them proactively.

B2B 109

B2B Customer Journeys Study Customers 109

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. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Rüdiger Pläster, Executive Managing Director at ORT Medienverbund “I do see a bright future of all facets of CX.?Never

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

inmoment

SEPTEMBER 6, 2018

This simply is not an effective process; in order to get a complete picture of their customers touchpoints, organizations need to de-silo their data. . Many of our clients import data into the InMoment system and pair it up with voice of customer feedback. This capability would simply not be possible with siloed data.

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40

ClearAction

AUGUST 23, 2008

After all, what better warnings could you have for ways to manage and nurture your weakest links? Working on the root causes of dissatisfiers is the best way of: Migrating ambivalent and at-risk customers into a reliable source of profit. It adds customer experience substance to your value proposition.

Competitive Advantage 62

Competitive Advantage Customer Retention Customer Experience Management Leadership 62

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. 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

Comm100

APRIL 26, 2020

Customer Experience is just the best… not just the work, but the people doing the work. I came into CX through the left-field of Customer Service. I’d been managing a small software support team at UL for quite a few years, and honestly was pretty fat and happy with the whole situation. There is no other group like it!

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. 4 top B2B customer experience metrics to track You must concentrate on the indicators that reflect your company’s unique goals. Let’s look at some of the B2B customer experience that you must compulsorily track. #1.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 208

Feedback How To NPS Customer Centricity 208

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. Looking to run a VoC Research?

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

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. But it’s better to start with a change management plan.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Qualtrics

JUNE 1, 2021

Standard Chartered, one of the world’s leading international banks with a presence in 59 markets and serving clients in a further 85, is one such organization finding success by investing in designing and improving the experiences delivered to customers and employees. As everyone knows, change management requires a lot of effort.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

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.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth.

Analytics 52

Analytics Social Media CEM Effort Score 52

Wootric CX Blog

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging. Data democratization.

Trends 45

Trends Customer Experience Management Net Promoter Score Customer Experience 45

Thematic

JUNE 3, 2021

You have decided to collect feedback from your customers via a survey tool. There's no shortage of survey solutions and customer feedback management platforms. Will you choose a survey tool or a customer experience management platform? Check what existing customers are saying.

Survey 62

Survey Tools Customer Experience Measurement 62