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)?

[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customer data is all around us.

CX Pulse Infographic: Voice of Customer

Strativity

A customer-centric mentality is reflected in a company’s attitudes and behaviors. It’s presence, or lack thereof, can ultimately strengthen, or weaken, customer relationships. Blog customer engagment CXUPDATE infographic voice of customer

Is your omnichannel strategy customer-centric or self-centric?

OpinionLab

By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one. They build their strategy around internal interests like targeted marketing or reducing contact center costs, and fail to consider the customer perspective.

CX Compass: Are Your Employees Listening to the Voice of Customer (VoC)? They Should Be.

Responsetek

It has been a long standing tradition for organizations to keep their employees away from customer feedback. Customer-centric organizations and their research departments see customer feedback in the same light. Did you know?

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Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

September News: The Best Offensive Strategy is a Customer-Centric One

Strativity

Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. Making Customer-Centric Strategies Take Hold.

Lee Jacobs on the Connection Between Customer-Centricity and Startup Success

Wootric CX Blog

We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Now do early stage tech investing with a group of really awesome entrepreneurs that make up the Edelweiss team.

3 Secrets to #VoC Success

CX Journey

Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation.

Hear How American Express brings the voice of customer to life

Qualtrics

This is the first installment of our new blog series, “Customer Experience Visionaries.” On getting started in Customer Experience with American Express: I really wanted to get closer to the customer. The same holds true with customers.

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?

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#CX Buzzwords or the Real Deal?

CX Journey

Image courtesy of CMP The customer experience profession has a lot of buzzwords. I was recently given access to a report by the team at Customer Management Practice , organizers of the popular CCW (Customer Contact Week) events.

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?

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. I spoke at an event last week on the topic of disrupting voice of the customer programs.

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.

5 Fails to Avoid with Your VoC Program

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Detailed below are five of them.

Act on What Your Customers Tell You!

CX Journey

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. I look forward to hearing your thoughts and feedback, as always.

Aligning Customer Success With Customer Experience Company-Wide

Waypoint Group

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. achieve company-wide buy-in for your customer success initiatives.

Setting up Customer-Centric Organizations across Industries: An Exclusive Interview with Mr. Ajay Nambiar, Customer Service & Facility Management Head, L&T Realty

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. There are a couple of such instances. Most of this has to be driven by the top management.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

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Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

ServiceDock

I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. This kind of initiative is commendable and no doubt it has helped the brand build its reputation for being very customer-centric. Customer Service Customer Feedback Customer Experience Voice of Customer

NPS 68

Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

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The Economics of the Customer Experience

CX Journey

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers.

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.

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?

Who is the Right Customer: Decisions for Managing Customer Surveys

ClearAction

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth.

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?

5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. That’s the purpose of VoC.

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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.

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 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.

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.

How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

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? It’s all about customer-centricity.

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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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.