Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Not to mention Zappos customer service ! These are great examples of companies that take their customer experience seriously.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Many companies collect a steady stream of customer data. And that’s where the data stay.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Manage customer service vendors.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Companies are responding to customer service because they want a market share and they want to stay alive. Absolutely. It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Companies are responding to customer service because they want a market share and they want to stay alive. Absolutely. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40