GetFeedback

JULY 19, 2019

For most businesses, understanding the Voice of the Customer is like trying to figure out how to experience the Grand Canyon. 1: map your customer journey. To become a customer-centric organization, Stop No. 1 means you understand and can map out your customer journey. With something so massive, where do we start?

ROI 309

ROI How To Touchpoint Hotels 309

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. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

Customer Bliss

SEPTEMBER 14, 2016

How Do Customer Experience Metrics Help Create a Successful Business Strategy? Overall improved productivity and efficiency from tailored customer-centric actions. Collected feedback that can be used to appeal to customers and increase satisfaction. Catch up with her on Twitter @kathy__yoo.

Metrics 100

Metrics Strategy Customer Experience Contact Center 100

C Space

FEBRUARY 12, 2020

And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Maz Iqbal

DECEMBER 30, 2014

IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? Greatness does not lie on the road well travelled, greatness lies on the road less travelled.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Lumoa

AUGUST 8, 2023

The answers to these questions can provide valuable information about customer engagement and satisfaction, helping you tailor your offerings to better meet customer needs and drive sales. How often do you buy travel tickets? This includes not only your staff but also your customers. Do you pay by card or cash?

Analysis 208

Analysis Survey Feedback How To 208

C Space

FEBRUARY 12, 2020

Outside In: New and Emerging Conversations on Customer Centricity is a collection of inspiring conversations we’ve had with CEOs, CMOs, brand and insight leaders, and world class academics – through our Outside In podcast interviews, and through broader conversations with clients, friends, supporters, and advocates of outside-in thinking.

Brands 52

Brands Marketing Sports Exercises 52

Think Customers

JULY 29, 2022

And inquiries about loyalty rewards were common across nearly all industries — retail, public sector, automotive and manufacturing, travel and tourism, insurance, finance. These insights can help companies better train their customer support teams and ensure they’re equipped with the right information to meet customer needs.

Data 59

Data Apparel Automotive Tourism 59

SurveySparrow

SEPTEMBER 26, 2023

This trend not only improves response times but also reduces the workload on human customer support agents, ensuring faster and more consistent service. Harnessing Data Analytics for Customer Insights Data analytics is becoming increasingly crucial in understanding customer behavior and preferences.

Customer Experience 52

Customer Experience Self Service e-support Trends 52

Chattermill

DECEMBER 6, 2017

This has been an incredible year, we’ve been lucky enough to help some of the world’s most customer centric businesses see genuine value by understanding their users at scale across sectors including Fintech, E-commerce, Travel and Gaming. Chattermill Demo.

Travel 40

Travel Customer Centricity Consulting Software 40

Thunderhead

JULY 15, 2019

And while such a handover can be unsettling for the uninitiated, the rewards of this level of customer-centricity are significant. Journey orchestration is virtually useless unless we can understand customer intent. And equally, the travel provider enjoyed significant upsell. A final word on Intent-Driven Journeys.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

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. That’s customer-centricity.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Forrester's Customer Insights

DECEMBER 11, 2020

Airports and travel companies need to know that the desire to travel may never return to 100%; capturing the market that remains will depend on going above and beyond to provide health safety comfort. Learn how real-time feedback can help.

Travel 40

Travel Data Feedback Marketing 40

Forrester's Customer Insights

OCTOBER 26, 2022

This service helps digital leaders across industries — including financial services, travel, retail, healthcare, […]. If you answered yes (or even “mostly yes”), then the Develop The Digital Strategy priority within the Forrester Decisions for Digital Business & Strategy service is for you!

Strategy 26

Strategy Healthcare Travel Financial 26

Chattermill

SEPTEMBER 11, 2019

They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. They work hard to remove any friction for the customer. Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

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. Why we love Kia: She’s the Founder and CEO of K! Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Examples 52

Examples Customer Service Social Media Loyalty 52

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

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

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

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

C Space

FEBRUARY 12, 2020

Outside In: New and Emerging Conversations on Customer Centricity is a collection of inspiring conversations we’ve had with CEOs, CMOs, brand and insight leaders, and world class academics – through our Outside In podcast interviews, and through broader conversations with clients, friends, supporters, and advocates of outside-in thinking.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

SurveySparrow

SEPTEMBER 18, 2023

Enhancing Brand Reputation Word of mouth travels fast. When you consistently provide excellent customer experiences, your reputation as a customer-centric brand grows. It’s like having a shining beacon that attracts more customers. Customization: Tailor surveys to match your brand identity.

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Eptica

MAY 9, 2018

Empower them with access to information, for example by creating a centralized knowledge base, and join up your different systems to ensure that they can see the full history of previous customer interactions. You might also be interested in these posts: Data Protection and GDPR within Customer Experience.

Retail 50

Retail Self Service Customer Experience Knowledge Base 50

ChurnZero

MAY 13, 2022

There’s a lot of lip service going around about being customer centric. Sometimes in Customer Success, we think we’re not part of the problem because we deal with customers all the time. Find ways to build customer affinity around the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

North Highland

JANUARY 23, 2019

Only around one-third of the sector are running defined customer experience programmes, so traditional financial services players lag the example set by their peers in retail and travel. This makes creation of a single view of a customer very challenging.

Customer Experience 49

Customer Experience Financial Banking Policies 49

Experience Matters

APRIL 7, 2015

The ability to provide real-time guidance based on the customer journey transactions and interactions and address personalized customer needs, improving customer loyalty. Enthusiastic, engaged customers – Qualtrics recently hosted their annual Insight Summit, the only insight event of its kind.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

APRIL 10, 2021

The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers. Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation. Travel programs work well for frequent business travelers, but deliver little value to the 95% of people who don’t travel often. Push your team to capture exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

C Space

FEBRUARY 12, 2020

It’s so easy, especially the more frantic you get about e-mails and deadlines and meetings and global travel, to forget that that’s not reality. That’s not where your customers live – that’s where you live. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity. The Right Insight.

Strategy 52

Strategy Net Promoter Score Customer Centricity Travel 52

C Space

FEBRUARY 11, 2020

The most successful companies of the future will put the customer first and invest in their employees and the communities that they serve, in order to build long-term value. Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. The Right Insight.

Net Promoter Score 52

Net Promoter Score Customer Centricity Banking Leadership 52

C Space

AUGUST 5, 2018

It’s hard to find a C-suite perspective that doesn’t point to the need for customer centricity; to hardwire the customer into the heart of business decision making. An opportunity to bring the customer, and customer insight, inside a business in an unprecedented way. July 10, 2018.

Retail 40

Retail Customer Centricity Study Travel 40

C Space

NOVEMBER 21, 2019

Outside of work, she loves traveling, cooking and is an avid downhill skier. Speaking with an insight leader recently, she told me how her team had received a call from the CEO, demanding immediate answers to questions about their customers. This is true customer centricity. The Right Insight. Everything.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66