InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 200

Customer Experience Professionals Feedback Survey Engagement 200

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 200

Customer Experience Professionals Feedback Survey Engagement 200

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. SUPERVISOR: Scott, we need more surveys. ME: Well, I am interested to know how many surveys we got last week, and how many we need this week.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. After all, you can always run more than one survey if you are looking to consider multiple angles. Begin with the End.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Thematic

NOVEMBER 28, 2019

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? The CX Buy-In Survey.

Report 100

Report Survey ROI Net Promoter Score 100

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Maru/HUB

JUNE 12, 2018

In an interview with our CEO in 2016, he noted “the problem we will face going forward is that survey burden is real”. Survey fatigue is setting in and organisations have now become accountable for ensuring they only ask for the information they really need and will really use. Limit your survey to a reasonable number of questions.

Survey 49

Survey Customer Experience Professionals Feedback Data 49

GetFeedback

AUGUST 14, 2019

This is done with a formula to see the percentage of customers who selected very satisfied or somewhat satisfied against the whole of your customers surveyed. . Then multiply by 100 to see the percentage of satisfied customers. Then multiply by 100 to see the percentage of satisfied customers.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

delighted

AUGUST 4, 2023

In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Foster a culture of gratitude It’s one thing for your company to say, “We value customer feedback,” but it’s another thing for the company to act out that value.

Feedback 78

Feedback Tips Management NPS 78

Experience Matters

MARCH 27, 2018

This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. We asked respondents about how their CX efforts impacted their organization last year and what their company plans to do during the coming year.

Report 149

Report Customer Experience Professionals Study Groups 149

Experience Matters

FEBRUARY 21, 2017

This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared […].

Report 133

Report Customer Experience Professionals Groups Study 133

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. Gone are the days when business people did not have enough data. Most of us have too much —way too much. View Article.

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. Gone are the days when business people did not have enough data. Most of us have too much —way too much. View Article

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. Gone are the days when business people did not have enough data. Most of us have too much —way too much. View Article

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

ShepHyken

FEBRUARY 8, 2022

Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. DO customer surveys still work? This episode of?

Healthcare 84

Healthcare Feedback Customer Experience Professionals Survey 84

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Thematic

NOVEMBER 28, 2019

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? The Survey.

Report 62

Report Survey ROI Net Promoter Score 62

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Net Promoter Score (NPS).

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. Winemiller calls complaints free consulting.

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Lumoa

JANUARY 19, 2023

Customer Experience Analysts / Voice of Customer Managers / Customer Insights Managers This role utilizes advanced analytics and research techniques to analyze customer feedback to identify areas for improvement. Survey or Feedback Collection Tools Survey tools are used to collect and analyze data.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Bridge customer comments with their actions.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Ascribe

JULY 19, 2023

About Ascribe Ascribe is a leading provider of text analytics and verbatim coding management systems that help businesses analyze open end comments, whether from surveys, reviews or feedback.

Analysis 52

Analysis Customer Experience Professionals Innovation System 52

CX Journey

MARCH 13, 2018

It’s not because business leaders fail to recognize the importance of their customers; at least, they give customers lip service: more than 95% of management teams Bain surveyed claim to be customer focused. We know that there's a linkage between customer experience leaders and stock performance.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk. of people aged 35-54 and 22.3%

Travel 218

Travel Industry Customer Experience Call Flow 218

COPC

OCTOBER 16, 2023

Based on the research in Figure One, it might be surprising to note that all generations surveyed had flexibility in working hours as a top-four priority. While it would be accurate to say that Generation X values flexibility the most, all generations value it as significantly important.

Leadership 94

Leadership Transportation Culture Contact Center 94

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

InMoment XI

MARCH 6, 2024

Organizations that can monitor and manage customer feedback also often have a more complete understanding of their customers, and can easily measure customer satisfaction and loyalty. By understanding these gaps, businesses can adjust their offerings, communications, and processes to better align with customer expectations.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Customer Experience Professionals 68

Customer Experience Professionals Consulting Financial Customer Experience 68

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. I have known Heather Grisedale for a number of years.

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

Heart of the Customer

SEPTEMBER 27, 2016

The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! The survey is closing soon, so make sure to get your response in before it does! The post The CXPA and Heart of the Customer want your feedback (Last Chance!)

Customer Journeys 60

Customer Journeys Feedback Customer Experience Professionals Survey 60

Beyond Philosophy

DECEMBER 31, 2019

Prediction #4: Measurement will become a higher priority for Customer Experience professionals. I’m a member of the CXPA, which is the Customer Experience Professional Association. Prediction #5: People want to understand how Customer Experience works and what drives the outcomes for it.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

Confirmit

NOVEMBER 28, 2017

This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. It also reveals how Customer Experience professionals feel about their own programs.

Customer Experience Professionals 45

Customer Experience Professionals Report Survey Tips 45

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243