Remove Customer Centricity Remove Feedback Remove Innovation Remove Voice of Customer

How & why to restart your Voice of Customer program

Thematic

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? What is Voice of Customer (VOC)?

How To Drive Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

How To Drive Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Innovation in Customer Effort

Second to None

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important?

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps?

Use Customer Feedback To Support, Not Punish, Your Employees

Second to None

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers.

Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps.

Uncover the Future of Feedback in the Telecom Industry

SurveySensum

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Even banking, a notoriously difficult industry for CX, has an NPS average of 37.

The 10 Commandments of Customer Experience

CX Journey

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience.

Medallia Experience 2018 Recap

Waypoint Group

For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs. Are your customers ready to take a trust leap?

Digging Deeper into Net Promoter Score

Second to None

Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others?” The Power of Referrals.

Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. Both large viral moments and small instances of brand betrayal can quickly erode the goodwill your organization has established, impacting the overall perception of your brand in the marketplace.

Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. How Do You Define Voice of the Customer?

Are Your Call-Center Employees Providing Service That Reduces Customer Effort?

Second to None

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Four reasons collaboration on VoC improves CX

OpinionLab

Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches. Your customers are coming at you from all angles – be this at one of your locations or online from a plethora of devices. Of course, your customers don’t care about any of this.

Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. KEEPING UP WITH CUSTOMER EXPECTATIONS.

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The success of the Association rides on its members. The following is an overview of the six domains.

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How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

Second to None

Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience. Mobile devices have become a ubiquitous aspect of American consumer culture. The move to mobile is an integral part of these journeys.

Do Your Employees Know What Customers Are Saying About Your Brand?

Second to None

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. While leadership and other team members may have an idea of how they hope your organization is registered by customers, without the right data, there could be a massive discrepancy between this hope and the reality. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

Are You Measuring The Effectiveness Of A New Program?

Second to None

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. Measurement programs can serve as a helpful tool in these situations, because they allow your team to capture instantaneous feedback about the effectiveness of these new frontiers. Regardless of the industry you encompass, stagnation can be damaging to the overall success of any brand.

Is Your Financial Services Brand Measuring Its Customer Experience?

Second to None

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. Our solutions are developed on the basis of solid research and statistical science.

How To Implement A Mystery Shopping Program For A Franchise Model

Second to None

One of the most successful retail brick-and-mortar methods is the franchise model, because it allows customers across vast geographic maps to experience your brand and ideally become an ambassador. The retail and food franchise industry has accounted for nearly $70 billion yearly, and has over 800,000 employees across the country,[1] cementing itself as a major cog of the American economy. Our solutions are developed on the basis of solid research and statistical science.

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies.

Why Reporting Matters When Developing A CX Measurement Program

Second to None

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. Armed with these numbers and commentary, your team can develop an action plan and succinctly prove the validity of their claims.

Do Your Employees Know What Value Customers Are Looking For?

Second to None

All brands should invest a significant amount of time and energy to foster long-lasting relationships with consumers, and any resource that can assist in this process is valuable. Leaders in any industry are providing a unique value proposition to customers so that they stand out amongst the rest of their competition. If your employees are not readily equipped with this information, your team will not be in a position to establish this level of trust with your existing base.

Third-Party Retail: The Value of Monitoring How Your Product Is Being Sold

Second to None

For many brands, the majority of their income is based around the ability to sell their product within another organization’s brick-and-mortar store. This is an extremely competitive field, because the third-party brands that stock these products are not going to do your brand any favors in terms of the shelving, displays and sales of your product, because they simply want ship out as many different products as possible.

How Can Your Retail Brand Compete Against Amazon?

Second to None

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

Find a Vendor That Provides Insights On Top Of Data Collection

Second to None

Collecting data on a consistent basis is a key step of providing an excellent experience to your customers. Finding conclusive action priorities from the massive pile of data you have collected is a challenging and complex process, and ideally you are working with a vendor that possesses the knowledge to filter through this information and find key drivers for positive change. Customer Experience research can have a potentially massive effect on the growth of your brand.

Are You Protecting Your Brand From Potentially Dangerous Viral Moments?

Second to None

A positive viral moment can serve as one of the most powerful and cost-effective marketing tools. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting. However, fairly often these days, brands are stuck on the other end of the virality spectrum. One illustrative example of the power of these viral videos occurred at Starbucks.

3 Methods To Create A Memorable Brand Experience

Second to None

Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Consumers experience such a vast amount of communication and information constantly in modern society, and any way that your brand can stand out in the mind of your consumers can be essential to your brand’s retention rate. on April 6, 2018: “ A business without customers is like a boat on dry land.

Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

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. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers. Our solutions are developed on the basis of solid research and statistical science.

How To Stand Out In The Sportswear Industry

Second to None

Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

Segment Your Customer Interaction Strategies

Second to None

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. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. Our solutions are developed on the basis of solid research and statistical science.

How CX Is Impacting Consumer Preferences For Emerging Fast-Casual Brands

Second to None

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] Another impactful trend in this industry is the proliferation of different ordering technologies.

Measuring Your In-Home Associates’ Customer Service Capabilities

Second to None

Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership. First, you need to make sure that the appointment-scheduling process reduces as much customer effort possible.

Understanding The Relationship Between Brick-And-Mortar and eCommerce Retail

Second to None

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case. In practice, this means creating a comfortable store aesthetic, with consistently engaged employees offering an appropriate level of service.