Reputation Management or Customer Experience Management?

CX Journey

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.

Free your mind: Voice of Customer

OpinionLab

A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The true power of VOC is action.

How to Drive Voice of Customer Insights Company-wide: 3 Steps

ClearAction

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Is this the fault of the customer-facing staff?

Strategic Customer Experience Action on Voice of Customer

ClearAction

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Customer Experience Improvement is a Team Sport.

Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. So why is it that two-thirds of VoC programs aren’t making a difference? VoC reports do not speak the language of managers. Voice of Customer

Tech Trends in Customer Experience Management that Every CX Champion is Evaluating

Wootric CX Blog

Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. .

5 User Experience Improvements to Help Increase Survey Response Rates

ServiceDock

One of the great ironies of Customer Experience Management (CXM) as a discipline, is that many of the surveys designed to help businesses gather the data they need to improve Customer Experience offer terrible User Experience (UX).

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?

New Wisdom for Voice of the Customer

ClearAction

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand.

It's Not About the Metric

CX Journey

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

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. But it’s better to start with a change management plan.

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Value Chain Solution to VoC ROI

ClearAction

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s a sequence of value-adding activities.

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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?

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

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G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)

Wootric CX Blog

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. At Wootric, we walk the talk,” said Deepa Subramanian, CEO of Wootric.

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon. I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “

Perfect These Three Things To Curate A Great Customer Experience

Second to None

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance. That suitcase had all of my business attire in it, and it was too late to go back and get it.

8 Questions to Ask Voice of the Customer Vendors

PeopleMetrics

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A deep understanding of customer measurement (e.g.,

How to improve your customer feedback surveys

Customer Alignment

I used to like that brand – until they kept asking me if I liked their customer experience.” In the space of a week, I reckon I get asked to complete more than 20 surveys from all sorts of companies. Tell us about your recent customer experience” they ask. It used to be nice to get the odd survey or comment card and feel you had the opportunity to give feedback on your favourite brands. VOC & Customer Feedback

How CX Delivers Business Value

Verint

In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. Omnichannel interactions and the emergence of digital mobile as a preferred consumer engagement channel have added complexity and risk to CX initiatives and corresponding business value.

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

PeopleMetrics

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in. Identify your customers’ unmet needs.

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ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. Many companies collect customer feedback, but very few act on what they hear.

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CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. or not, why do customers return. P.S. What did you think of this blog post?

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The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Five Core Areas of Functional Responsibility. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation.

Are You There, Company? It's Me, Your Customer.

PeopleMetrics

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . What is customer experience?

Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

Net Promoter Score® 101: The Complete Guide

Lumoa

83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. That time, customer experience management was still unknown to the most of the business doers. ” — Diane Magers, CEO of CXPA.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

A Bonus Lesson from Listen or Die

PeopleMetrics

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Customers want things to be easy with as little friction as possible.

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CX Experts We Love

Wootric CX Blog

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch.

Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience.

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.

How to Tie Compensation to Your VoC Program

PeopleMetrics

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

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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.

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.

Inspiring a CX Revolution: C3 2017 Day 1 Highlights

Clarabridge

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Come back to our blog tomorrow for a recap of Day 2 at C3!