CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Failure to do so is disrespecting the customer and the business." What does this say about that company?

Tips 296

Tips Culture Exercises Feedback 296

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Culture 130

Culture Customer Centricity Employee Engagement Customer Voice 130

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Create a CX journey for your employees. Failure to do so is disrespecting the customer and the business.".

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Failure to do so is disrespecting the customer and the business.". ,,, 4. What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

Michelli Experience

MAY 15, 2018

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. 5 Things You Should Not DO in the Name of Customer Experience.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? So how do we ensure that our employees are happy, engaged, and having a great experience?

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Confirmit

MAY 27, 2019

The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. Voice of the Customer Voice of the Employee Best Practices.

Call Center 40

Call Center Hotels Conference Travel 40

Second to None

SEPTEMBER 18, 2018

One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

ClearAction

AUGUST 29, 2015

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. 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.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? Why should they care?

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. Create a program based around eNPS, which will measure the willingness of your employees to recommend your workplace to their friends and family.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Heart of the Customer

NOVEMBER 16, 2018

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.

Customer Journeys 104

Customer Journeys Tools Customer Experience Employee Engagement 104

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Heart of the Customer

NOVEMBER 14, 2018

The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer. This confusion is fueled by vendors who offer “journey mapping workshops.” ” This is a half- or full-day workshop where you […].

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

Heart of the Customer

DECEMBER 4, 2018

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 […]. Some actually hinder the goal of improved CX – to create loyal customers who love […].

NPS 74

NPS Course Net Promoter Score Customer Experience 74

Verint

AUGUST 21, 2017

Executives who walk the talk send a clear message to employees about what the real priorities are. 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. Read more.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60

PeopleMetrics

APRIL 9, 2015

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. 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.

Customer Experience 48

Customer Experience Strategy Employee Engagement Customer Centricity 48

ClearAction

MAY 31, 2015

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? For retailers, customer experience more than the store and the people. " Costs of Silos. ."

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Second to None

MAY 3, 2018

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. trillion lost by companies in the past year directly due to customers switching to competitors after a poor service experience.[2]

Interaction 59

Interaction Strategy Voice of Customer Brands 59

Verint

APRIL 12, 2017

Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in your organization empowered to do what’s right for the customer?

Strategy 35

Strategy Culture Company Employee Engagement 35

C Space

NOVEMBER 4, 2019

What makes a successful customer insights leader? Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. The Right Insight. Robert Howie. Managing Director, Growth at C Space.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Strategy 45

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40