Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ijgolding

JANUARY 17, 2017

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Do you know what you need to get better at doing for your customers? Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. Are you willing to let them go and lose revenue in order to build a customer-focused culture? The solution?

Culture 120

Culture Banking How To Customer Service 120

Lumoa

FEBRUARY 6, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

ijgolding

APRIL 4, 2016

Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. Failure to have the resource or capability to actually IMPROVE customer focused priorities. Lack of governance and ownership. I could go on and on and on!

Data 120

Data Customer Experience Effort Score Measurement 120

Kayako

APRIL 13, 2017

The chance to get free shipping, random upgrades, complimentary trials of new products and other unexpected surprises keep customers coming back to a company over and over. By empowering your support staff to do what it takes to make your customers happy. Then managers should give them tools and freedom to address customers’ needs.

Loyalty 181

Loyalty Tips Meeting Software 181

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. Next week we’ll kick off the fun […].

Customer Journeys 84

Customer Journeys Customer Focused Conference Resources 84

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journeys 83

Customer Journeys B2B Customer Focused Customers 83

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Beyond Philosophy

NOVEMBER 16, 2016

Customers voiced their displeasure on their Facebook page and all over social media. If you enjoyed this post, you might be interested in the following blogs: · The Secret to Rewarding Customer Loyalty. · How to Measure Customer Emotions. · Are You Inside-Out or Outside-In? Designing a Customer-Focused Process.

Social Media 60

Social Media Rewards Programs Consulting Customers 60

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SmartKarrot

FEBRUARY 25, 2022

Instead, the CMO must accept the role and understand the importance of customer voice and customer feedback to offer the best experience. The CMO and CCO can work together to ensure customer loyalty is gained and hold more products. You need repositioning and customer-focused orientation as well.

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 16

Customer Service Social Media Chatbots Ecommerce 16

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Diane Gordon, Senior Vice President of Customer Success, Validity.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CX Advantage Walker

SEPTEMBER 25, 2018

Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that. Those of us in the CX profession are lucky – our industry is hot.

Industry 48

Industry Customer Journeys Customer Experience Customer Focused 48

Verint

SEPTEMBER 5, 2017

I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world.

Analytics 61

Analytics Customer Experience Engagement Feedback 61

Grade.us

SEPTEMBER 17, 2019

Customers focus the majority of their attention on third-party sites. Auto repair customers visit: Auto MD Repair Pal Google Facebook Yelp. These reviews provide customers with important data on the vehicles, dealers, repair and maintenance shops they choose. Buyers are spending 75% of their total shopping time online.

Automotive 34

Automotive Competitive Advantage Industry Survey 34

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

MAY 19, 2017

No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.

Policies 38

Policies Strategy Company Customer Focused 38

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

JANUARY 3, 2018

Verint’s Raj Sivasubramanian shares what he learned from a recent conversation with his young daughter and the customer experience takeaways that can be applied to organizations around the world. When was the last time you examined why your CX program does what it does?

Customer Experience 32

Customer Experience Customer Focused Employee Engagement NPS 32

Verint

AUGUST 22, 2017

Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards? Very frustrating! What’s even more frustrating? Finding your lost wallet in your coat pocket right after canceling your cards.

Banking 31

Banking Analytics Contact Center Customers 31

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading solution with Verint’s acquisition of OpinionLab.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Verint

JUNE 7, 2017

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Conference 32

Conference Engagement Customers Interaction 32

Verint

JANUARY 25, 2018

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.

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

SmartKarrot

AUGUST 22, 2022

Customer focus groups: The group is usually made up of 6 to 8 people who meet once per week for an hour or two. Social media monitoring helps determine what people think about your brand or products. They discuss their experiences with a product or service and how satisfied they were with it.

Examples 10

Examples Tools Social Media Banking 10

Gainsight

SEPTEMBER 21, 2020

Gainsight saved time in communication and provided the visibility that they wanted and needed to keep customer satisfaction center stage as the company continues to grow. The process acts as a built-in early warning system allowing CSMs to intervene, especially during implementation, and recover before issues become hazardous to the customer.

System 52

System Government Customer Centricity Metrics 52

ClearAction

MAY 31, 2015

When CXM champions are facilitators of CXM ownership among all the employees, improvements that are meaningful to customers, and in turn, to the business, are catalyzed. A surprising percentage of customer voice programs aim only to collect or analyze data, without expectations of taking significant action on customers’ inputs to the company.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ProProfs Chat

NOVEMBER 26, 2021

Voice of the customer survey tool such as Qualaroo enables you to instantly track negative feedback and work upon the issues to elevate customer satisfaction. This is a great way to spot problems early and refrain customers from writing negative reviews. Helps in getting to know the customer.

Examples 52

Examples Survey Net Promoter Score Social Media 52

ClearAction

JANUARY 14, 2015

Adapting the company to customers' needs through improvement and innovation of customer experience. Promoting engagement of employees and customers alike, in accordance with the above. Adobe: Customer Experience Undercover Boss. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48