Customer Guru

JANUARY 30, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Marketing Management, he has successfully planned and executed customer acquisition strategies and developed larger funnels for opportunity conversion into the business.

Brands 95

Brands Customer Experience Marketing Entertainment 95

RapportBoost

DECEMBER 10, 2018

But the most interesting thing happened when we gave that to the employees, they asked the question of, what about my voice? It is just a great visual reminder of ‘you are the voice of the customer’. And when you get meaningful feedback, you have the responsibility and privilege to be the recipical for that.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Second to None

MARCH 7, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 7, 2018: “Is your sales team failing to hit your company’s monthly and annual sales goals despite carefully planned forecasts and team-building exercises? Are you thinking it’s time for a shakeup? Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

SmartKarrot

APRIL 18, 2022

Post examination of the findings the Product Team decides to additionally obtain an understanding from the users on what could help them in their day-to-day customer success activities. The survey capability within SmartKarrot is used as a primary ‘voice of the customer’ mechanism for this exercise. Survey Responses.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. Sharing the same vocabulary with your #employee puts you on the path to a more employee-centric culture. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Shows customers you’re serious in acting on their feedback: improves survey response rates. 15) Make it Easy for Customers to Give Feedback.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Shows customers you’re serious in acting on their feedback: improves survey response rates. 15) Make it Easy for Customers to Give Feedback.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. 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.), The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pink Guava

OCTOBER 31, 2018

There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember, these champions have to be self motivated, customer centric and teamplayers. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. You include employee feedback into your programme.

Tips 71

Tips Customer Centricity Feedback Social Media 71