52 
Customer-Centric Voice of the Customer
ClearAction
MARCH 20, 2020
Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric?
Customer Centric Listening
ClearAction
DECEMBER 16, 2017
Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. Consider listening to current, lost and potential customers.
Join
144,000+
INSIDERS
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
How & why to restart your Voice of Customer program
Thematic
NOVEMBER 13, 2018
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)?
A Day in the Life of an Insight Community Manager
Vision Critical
AUGUST 27, 2019
Best Practices Customer Experience Customer Centricity Insight Communities Voice of CustomerRunning an insight community is as much about attitude as it is aptitude.
Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape
Vision Critical
OCTOBER 17, 2019
It’s hard not to notice what’s going on in the world of data privacy these days. Customer Centricity Customer Insights Innovation Voice of Customer Technology
How To Drive Action With Your Voice of Customer Program
Chattermill
AUGUST 6, 2019
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.
|
10 Hurdles to Effective Voice of Customer Research (and how to clear them)
iPerceptions
JULY 25, 2019
Voice of the Customer (VoC) research is an integral part of the customer-centric organization’s toolkit. Voice of the CustomerBut like any other initiative, it requires clearing some hurdles along the way for it to be successful.
Is your omnichannel strategy customer-centric or self-centric?
OpinionLab
MARCH 9, 2017
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.
[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019
Vision Critical
DECEMBER 7, 2018
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 Compass: Are Your Employees Listening to the Voice of Customer (VoC)? They Should Be.
Responsetek
MAY 7, 2018
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?
Are Your Customer Care Metrics Customer-Centric?
ClearAction
SEPTEMBER 3, 2018
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
DECEMBER 10, 2018
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
JANUARY 22, 2019
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.
CX Pulse Infographic: Voice of Customer
Strativity
SEPTEMBER 2, 2015
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
Lee Jacobs on the Connection Between Customer-Centricity and Startup Success
Wootric CX Blog
JUNE 7, 2019
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.
Executives Leading a “Customers for Life” Culture—Customer Centricity
Verint
AUGUST 21, 2017
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. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. In my new blog for Customer Think , I discuss concrete examples of how executives set the tone for other employees to follow.
September News: The Best Offensive Strategy is a Customer-Centric One
Strativity
SEPTEMBER 15, 2015
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.
Tools to Put the Customer at the Center of All You Do
CX Journey
OCTOBER 25, 2016
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?
Voice of the Customer Strategies: Effectively Turning Feedback Into Action
Strikedeck
AUGUST 27, 2019
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
6 Steps to Help You Put Customers at the Center of the Organization, Part 2
CX Journey
JUNE 22, 2017
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?
#CX Buzzwords or the Real Deal?
CX Journey
OCTOBER 30, 2018
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.
The Definition of #CX Insanity
CX Journey
MARCH 8, 2017
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.
3 Secrets to #VoC Success
CX Journey
SEPTEMBER 7, 2017
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.
How to Capture the Voice of the Customer in 2018
Vision Critical
OCTOBER 18, 2018
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.
Setting up Customer-Centric Organizations across Industries: An Exclusive Interview with Mr. Ajay Nambiar, Customer Service & Facility Management Head, L&T Realty
Customer Guru
JANUARY 16, 2018
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.
Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses
ServiceDock
JANUARY 31, 2018
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
Using B2B VoC to Transform Customer Experience
ClearAction
AUGUST 2, 2016
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.
The Economics of the Customer Experience
CX Journey
APRIL 28, 2015
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.
Act on What Your Customers Tell You!
CX Journey
SEPTEMBER 12, 2017
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.
Aligning Customer Success With Customer Experience Company-Wide
Waypoint Group
JULY 13, 2018
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.
Emotion as a Driver of Customer Loyalty
Second to None
AUGUST 9, 2019
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.
The 10 Commandments of Customer Experience
CX Journey
APRIL 5, 2017
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.
5 Fails to Avoid with Your VoC Program
CX Journey
DECEMBER 27, 2017
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.
Medallia Experience 2018 Recap
Waypoint Group
MAY 25, 2018
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?
Retain Consumer Trust By Keeping Your Brand Promises
Second to None
SEPTEMBER 25, 2018
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
DECEMBER 30, 2017
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.
Four reasons collaboration on VoC improves CX
OpinionLab
SEPTEMBER 16, 2016
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.
Customer Journey Mapping: Apply Insights Everywhere
ClearAction
FEBRUARY 27, 2015
Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.
Two key takeaways from Forrester CXNYC 2016
OpinionLab
JULY 15, 2016
Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. Here are a couple of supporting themes I observed to this main takeaway: CX simplicity is vital but hard to achieve. Simplicity is a key to exceptional CX, both in terms of consumer experience and how an enterprise is able to analyze and act upon CX data.
How to Measure the ROI of CX
Second to None
MARCH 29, 2019
In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair. Increase customer spend?
Let's personalize your content