Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Customer profiles. Self-determination.

Marketing 175

Marketing Handbook ROI Social Media 175

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

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric. 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Survey Financial 54

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers. Not Acting on Insights. Unproven ROI.

How To 243

How To Social Media Analysis Feedback 243

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Alida

DECEMBER 20, 2017

Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. Customer-centricity creates competitive advantage for leading brands.

Retail 154

Retail Study Innovation ROI 154

Thematic

MARCH 27, 2023

There are several key factors that help move you up the VoC maturity curve: Strategy, technology & data, and internal enablement & customer centricity (culture). You’ve established a customer centric culture with the “voice of your customers” at the heart of your CX strategy and business operations.

Tips 71

Tips Customer Centricity Feedback Social Media 71

GetFeedback

JANUARY 27, 2020

While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs. How will you share your findings?

How To 221

How To Customer Journeys Feedback Survey 221

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. 63 on upsells and cross-sells from existing customers.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. reporting that they are very or extremely effective at connecting sources into a single customer view.

Measurement 71

Measurement Survey Customer Journeys Management 71

BirdEye

MARCH 9, 2021

Businesses have been forced to be responsive to that conversation and pivot their focus on better understanding their customers. By putting more emphasis on a customer-centric approach, strategic business growth has moved into the area of Experience Marketing. True Actionable Customer Insights.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

inQuba

MAY 23, 2022

It’s an ongoing practice rather than a discreet project and offers a proven solution to customer experience and profitability for the customer-centric business. Hold on – a “solution to customer experience”? Isn’t CX its own solution to customer experience? To uncover the ‘why’ behind customer behavior.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

ClearAction

AUGUST 22, 2020

Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Consider the customer data residing in survey reports, complaint logs, service and sales call reports , CRM databases, win-loss analyses, the Internet, and so forth. Compelling Action.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

CSM Magazine

DECEMBER 10, 2019

Senior teams and boards understand there is a link between an improved customer experience and business success, but we are seeing much tougher interrogation of this link and what the actual benefits are for the bottom line. Customer feedback is managed by the customer insights team, right? Empowering the whole company.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. The pressure to demonstrate business impact and ROI quickly makes your first hire even more important. With no customer insights team in place, it is hard to know where to begin.

Tips 83

Tips Customer Insights Leadership Exercises 83

ProProfs Chat

MARCH 13, 2020

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. Omnichannel customer experience is the outcome of customer-centricity.

Omni-Channel 110

Omni-Channel Customer Engagement Engagement e-support 110

ClearAction

NOVEMBER 16, 2023

Another hindrance to manager participation is VoC reporting. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. We created more than 50 separate VoC reports to give each line of business their own cut of the data. We updated customers as promised.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

AUGUST 6, 2019

In Hewlett-Packard’s Marketing department at the start of her career, Kirsty’s outlook was influenced by a mandatory six-month job in the field to develop an understanding of customers as the prerequisite to her Marketing role. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. Product ops also maintain templates, guidelines and how-to resources.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ClearAction

JULY 29, 2018

A train driver for Virgin Rail received a customer experience award even though train drivers don’t interact with customers. It wasn’t his job responsibility to worry about a rail bump, but he reported it as something that could affect customers and their safety.” Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

inQuba

AUGUST 16, 2022

The customer is now as much on the agenda as the P&L. Multi-disciplinary professionals are discussing customer-centric solutions to collaboration and digital transformation. Evidence-driven executives are demanding deep customer insights and quick testing cycles.

Multi-Channel 52

Multi-Channel Net Promoter Score Effort Score Innovation 52

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

Maru/HUB

MARCH 16, 2018

A recent research report revealed that only a handful of businesses can establish financial results through their CX programs. Without showing how customer feedback affects your company’s financial performance, you will never get investment from the organisation. What you should always include on your Customer Experience dashboard.

Customer Experience 40

Customer Experience ROI Financial Employee Engagement 40

Optimove

DECEMBER 13, 2018

CDPs are, without a doubt, a powerful and necessary tool for any marketing team wanting to evolve their strategy to a customer-centric approach , execute campaigns that tell a single and harmonious story, and increase metrics as CLTV, conversion, repeat purchase, and loyalty. The inability to measure ROI and attribution.

ROI 40

ROI Metrics Analysis Measurement 40

Alida

SEPTEMBER 21, 2018

Scott said there’s a big opportunity for customer intelligence professionals to provide more value to the organization and take thei career to the next level as a result. Be an expert in ethical customer data management. Forrester Principal Analyst Rick Parrish took the stage to talk about customer experience (CX) transformation.

Innovation 145

Innovation Feedback Customers Engagement 145

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. 3) VoC Analyzers — spending the majority of their time finding insights from VoC data.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Thematic

NOVEMBER 13, 2018

In reality, a VOC program is the entire process of collating customer feedback in one place, analyzing the data, and ensuring that the relevant people in the organization have the insights easily at hand and, crucially, to action the insights. 6 reasons your business needs to hear the Voice of Customer.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Centercode

FEBRUARY 18, 2021

Today, with the stakes for tech product makers higher than ever, the need for faster, continuous customer testing results is at a fever pitch. Most companies have adopted Agile to both incorporate more customer insights and speed up development. What many haven’t done is changed the way they beta test.

eBook 59

eBook Wireless Fashion Social Media 59

Joe Rawlinson

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience.

Customer Satisfaction 88

Customer Satisfaction Study Customers Brands 88

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130