ClearAction

AUGUST 22, 2020

Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

APRIL 18, 2020

Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture. Thorough understanding of customers’ expectations and realities is a prerequisite to preventing issues that bother customers. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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

CX Journey

JUNE 22, 2017

If you listen to your customers, if you use their feedback to not only make fundamental improvements to the experience but also to innovate, if you deliver a great customer experience - then the business, and the profits, will come. You earn when you listen - not just money, but respect. I can’t argue with that.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

PeopleMetrics

DECEMBER 12, 2017

With customers becoming more vocal and demanding, their perspective should be prioritized when developing business and operational strategies. CRMs are a critically important tool to help assemble customer data and operate on a day-to-day basis, but they fundamentally lack the Voice of Customer in their perspective.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority. 3] [link]. [5]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Customer Alignment

OCTOBER 2, 2017

We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path. Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. Pace Asking and Acting.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Second to None

MARCH 12, 2018

By understanding the interconnected and constantly shifting decision-making framework buyer’s use, it makes it easier to get our heads around how 21 st -century customers make choices with their money. KPMG’s Global Customer Insights report, Me, My Life, My Wallet, gets into the nitty gritty of why this is the case.

Brands 54

Brands Voice of Customer Connections Customers 54

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority. PYMNTS.com. [3]

Industry 48

Industry Brands Rewards Programs Loyalty 48

CX Journey

MAY 3, 2016

There are six domains that comprise the certification exam and, quite frankly, encompass what we as customer experience professionals do, talk about, and fight for day in and day out in our roles as customer experience transformists. Best practices and customer stories are shared regularly with employees.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. She then introduced session replay and VoC tools to infuse direct customer feedback into the culture.

Metrics 26

Metrics e-support Culture Customer Centricity 26

Second to None

FEBRUARY 19, 2018

Above all else, companies that put their customers’ needs ahead of bottom-line concerns will deliver better customer experiences. That’s how to build trust and boost customer loyalty, and it is the essence of keeping a strong focus on customer experience. As loyalty improves, revenue goes up.”

Brands 59

Brands Retail Consumers Guidelines 59

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Melinda Gonzalez. To reduce churn?

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

NOVEMBER 11, 2021

It is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention. The tool combines feedback using a solid NPS approach with internal customer data from various sources to provide unparalleled customer insights. Best features. Best features. Best features.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Are you able to move faster and accelerate your innovation and product, because of this pivot towards digital? “I We’re always trying to make sure we do right by the customer, but at the same time, I feel like we are really innovating.

Financial 26

Financial Feedback Customers Automotive 26

SmartKarrot

JANUARY 10, 2022

You can still create a profound impact when you look at improving customer experience on a budget. Here are some of the strategies you can adopt while trying to deliver a great customer experience on a budget. Use voice-of-customer, which is almost free. Maintain a customer-centric mentality that does not cost a penny.

Self Service 10

Self Service Customer Experience Customer Centricity Social Media 10

ClearAction

FEBRUARY 27, 2015

And you're aligning the company to focus on value that's rewarded by customers. Focus innovations on what the customers are trying to get done: what are they integrating your product/service with, and how can you make it easier and more successful for them? Comments are Customer Experience Gold.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

JANUARY 16, 2016

It is an important step toward true customer-centricity and growth-building customer experience transformation. Establish a cadence for reviewing customer comments in cross-organizational workshops, following through on action plans, and communicating progress to your entire customer base.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Alida

OCTOBER 17, 2019

From new regulations on the table in multiple jurisdictions globally to huge brands being fined millions of dollars in massive penalties due to data breaches and lack of compliance with existing regulations, the free-for-all consumer data collection practices are being left by the wayside for a more transparent customer experience.

Brands 167

Brands Data Consumers Customer Experience 167

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Zonka Feedback

DECEMBER 26, 2023

These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency. Zonka Feedback Zonka Feedback isn't just a survey tool; it's an AI-powered conversation hub, transforming how you capture, analyze, and act upon customer insights. Go beyond words.

Feedback 52

Feedback Tools Survey Analysis 52

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Segmentation.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

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.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Alignment

DECEMBER 18, 2017

However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. This is set to change in 2018 – so watch out for that.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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. You know what?

Analytics 52

Analytics Social Media CEM Effort Score 52

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