ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 125

Healthcare Customer Centricity Customer Voice Employee Engagement 125

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ERDM

JULY 24, 2017

Article by Ernan Roman Featured on CustomerThink.com “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.”

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Report eBook Tips 67

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

Happy or Not

MARCH 5, 2024

In today’s competitive landscape, understanding your customers is paramount. Here’s what we’ll cover: Harnessing customer insights Kiosk vs. Online HappyOrNot Kiosk Setup Making the Right Choice What’s a kiosk survey? Online HappyOrNot Kiosk Setup Making the Right Choice What’s a kiosk survey?

Survey 36

Survey How To Feedback Customer Satisfaction 36

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle.

Contact Center 52

Contact Center Analytics Data Call Center 52

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

CX Journey

AUGUST 29, 2014

Listen to the Voice of the Partner It’s easy to get so wrapped up in listening to our customers and employees that we forget to listen to another key constituency: Our partners. Listen to the Voice of the Customer through the Partner Your partners are a treasure trove of insight about your customer base.

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

Thematic

MARCH 27, 2019

Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Because repeat customers lead to higher profits for your business as they are associated with higher sales. Furthermore, a study by the CMO Council reveals that customer churn leads to a 59.9%

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

DECEMBER 1, 2021

If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. An index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. Customer Segmentation. CustomerGauge. SurveySparrow. Conclusion.

NPS 52

NPS Tools Net Promoter Score e-support 52

ClearAction

JANUARY 16, 2016

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. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Kustomer

JUNE 4, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Hillary Curran to discuss customer experience and business operational strategies to make sure that the voice of the customer is heard. Hillary is currently the Director of Customer Service at Guru.

Feedback 52

Feedback Customers Meeting Customer Experience 52

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

NICE inContact

AUGUST 28, 2019

needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Customer Surveys. And NICE inContact can help you do just that!

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. Robert Howie. Managing Director, Growth at C Space.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Strategy 45

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101