[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.

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.

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

Voice of the Customer Strategies: Effectively Turning Feedback Into Action

Strikedeck

Inge De Bleecker talks about the various customer-centric strategies used to turn feedback into actionable insights. Customer Success Customer Experience Customers Feedback Onboarding saas value realization Voice of Customer

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.

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.

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.

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.

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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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.

#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.

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

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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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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.

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.

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.

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.

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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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 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.

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.

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.

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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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.

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.

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.