Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. By leveraging customer experience analytics, businesses can gain a better understanding of customer needs and preferences, which can help inform customer experience strategies that meet customer expectations.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. This can include specific actions, policies, practices or outcomes.

B2B 98

B2B Customer Experience Roadmap Culture 98

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. As a result, we modified or eliminated 14 policies; resulting in drops in call volume and significant money savings. It’s great to have friendly customer service employees.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. As a result, we modified or eliminated 14 policies; resulting in drops in call volume and significant money savings. It’s great to have friendly customer service employees.

Training 40

Training Customer Experience Telecommunications Call Center 40

ClearAction

MARCH 24, 2017

When you are managing VoC toward the 4 applications listed above you are aligning the company to customers’ needs, and that is customer experience transformation.

ROI 48

ROI Effort Score Customer Journeys B2B 48

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Planner — Pays attention to finances, well informed, does research.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Planner — Pays attention to finances, well informed, does research.

Customer Experience 49

Customer Experience Video Sales ROI 49