CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. Technology advances will continue to inspire new innovations in customer experience.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. You need to train employees regularly to ensure they are kept abreast of new customer insights and new approaches to delivering a great experience.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. CX is a tough business.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. You need to train employees regularly to ensure they are kept abreast of new customer insights and new approaches to delivering a great experience.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Rob is an active blue water sailor and has received numerous awards for his leadership in ocean sustainability. Today, customer behavior is accelerating faster than businesses can respond. The 5 Customer Insight Challenges: Finding Human Truths.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45