Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

Customer Centric Employee Engagement

ClearAction

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

Customer Centric Employee Engagement

ClearAction

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Customer-Centric Marketing: Step-Up Performance

ClearAction

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Examine the gap between aiming at the customer and elevating the customer.

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement.

Executives Leading a “Customers for Life” Culture—Customer Centricity

Verint

Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. In my new blog for Customer Think , I discuss concrete examples of how executives set the tone for other employees to follow.

Beaurepaires and inQuba: Embracing Customer Centricity

inQuba

Australian National tyre retail chain Beaurepaires uses inQuba’s real-time Customer Experience (CX) management solutions to enable them to know what their customers really want – and how to give it to them.

Develop a Killer Metric to Drive CX Action

Heart of the Customer

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.

Journey mapping is still happening in silos.

Heart of the Customer

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. This is ironic. Except when it isn’t. The post Journey mapping is still happening in silos.

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How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project

Heart of the Customer

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research.

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How Journey Mapping Differs from Traditional Market Research

Heart of the Customer

Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

Back Office Falling Behind? Balance Customer Centricity and Efficiency

Verint

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara.

Who’s the Right Customer to Map? Your Third Journey Mapping Question

Heart of the Customer

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map?

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What Wells Fargo (and the Rest of Us) Can Learn from Samsung

Heart of the Customer

Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]. The post What Wells Fargo (and the Rest of Us) Can Learn from Samsung appeared first on Heart of the Customer. “Who knows what happened to us two years ago?”

Unforgettable Episode 28: Customer-Centric Leaders Measure Success Differently

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. But have you considered measuring Voice of the Process?

Interview with Marlanges Simar

Heart of the Customer

Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. I interviewed her to better understand their role, and how they help Prime improve the customer experience.

Too many see journey mapping as an employee workshop.

Heart of the Customer

appeared first on Heart of the Customer. What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. Trust in the Journey to Customer Centricity.

How can you put customers in position to guide your direction?

Wired and Dangerous

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. What chair is reserved for your customers?

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Two Days to Journey Mapping Mastery

Heart of the Customer

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

Journeys are for Action, not Maps

Heart of the Customer

In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. The post Journeys are for Action, not Maps appeared first on Heart of the Customer.

The Best Customer Experience Strategies Are Invisible

PeopleMetrics

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. It just means that the customer only sees the result.

Stop Bribing Your Employees for Good NPS Scores

Heart of the Customer

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer.

How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

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An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

5 Things You Should Not Do in the Name of Customer Experience

Michelli Experience

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. This week I will focus on the Don’ts of Customer Experience and next week the Do’s.

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure sufficient ‘voices’! Failure to measure the true ‘end to end’ customer journey.

It’s not Necessarily a Design Issue

Heart of the Customer

This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Journey Map Customer Personas CX vision Voice of the Customer brainstorm brainstorming customer journey customer voice CX CX tip journey map journey mapping

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs.

Content Marketing Ideas For Incredible Customer Experiences

Kayako

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy.

Is Your Customer Experience the New Normal?

CX Journey

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? In other words, what the hell is customer experience? what would the customer say?

3 Types of Customer Experience Action Essential to ROI

ClearAction

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action. 2) Macro Customer Experience Action.

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Breaking Down Silos for Customer Experience Management

ClearAction

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Use Customer Inputs Everywhere.

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?

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3 Strategies to Create Empowered “CX Catalysts”—Employee Advocacy Is Not Enough

Verint

No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management?

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6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?