Remove Customer Change Remove Voice of Customer Related Topics

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Data collection methods have changed.

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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. Yes, even customer listening programs become stale and must be updated. The timing of mobile surveys is another consideration; no longer is post-transaction the only (or even the best) way to capture customer feedback.

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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! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

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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! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

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How to drive customer satisfaction with employee coaching

Qualtrics

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Employee coaching helps drive strong customer outcomes — this not only benefits your people but overall enables a better customer experience. Go straight to the source and use voice-of-customer data in your 1:1 conversations.

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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. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. 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. Not the customer.

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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. If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers? Image courtesy of Pixabay.

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