Remove Customer Change Remove Feedback Remove Measurement Remove Voice of Customer

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Use other methods to listen to customers, as well.

On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! One piece of advice I have is: never rest on your laurels! Here's what happens and why the work is never done: Expectations change.

On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! One piece of advice I have is: never rest on your laurels! Here's what happens and why the work is never done: Expectations change.

Customer Loyalty: Let’s Talk About 8

Daniel Group

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. It asks how likely a customer would be to refer a company to someone else, with 10 meaning very likely and 1 meaning very unlikely. But my customer is happy!

Customer Experience Leaders & Laggards – What’s the Difference?

Customer Alignment

Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” The benefit of CX is now well documented even if organisations are still struggling to link its value to business outcomes.