Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

ClearAction

DECEMBER 11, 2018

Marketing decisions are guided by a table of customer insights available for each journey stage, showing which voice-of-customer insights inform each stage and who owns it. Note: Kirsty Traill is a member of the ClearAction Value Exchange ‘s Executive Leadership Board.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Having no line of sight for leadership (either providing the wrong information to leadership or delivering the right information the wrong way). Did you know [percent] of our customers reached Time to Value (TTV) within [number of days]?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Three words: voice of customer. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

PeopleMetrics

DECEMBER 12, 2017

Innovative small and medium-sized businesses are creating superior customer experiences over the "big guys" by fully leveraging CEM and Voice of the Customer insights to beat the Goliaths in their spaces. System Harmony.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Strativity

MARCH 30, 2020

Thoughtful customer communications remain vital but it’s particularly important right now that leadership over-communicate to employees about what the organization is doing in response to COVID-19 and what it means for the staff. Listen to your customer’s needs and gather important data. 4 – GET COMMUNICATING.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

ClearAction

APRIL 18, 2020

A 288% increase in customer lifetime value was achieved by immersing Adobe employees at all levels in customers’ realities, emphasizing the end-to-end customer life cycle, and reviewing action plans regularly with senior leadership for resolving customers’ top issues. $22

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Alignment

OCTOBER 2, 2017

We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path. Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

SurveySensum

NOVEMBER 11, 2021

A leader in Experience Intelligence (XI), InMoment , effectively converts metrics into meaningful insights to promote high-value business decisions and relationships with customers and employees. It is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

SmartKarrot

APRIL 4, 2022

Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture. 10 Tips for B2B SaaS Businesses to build a Customer-Centric DNA. For a B2B SaaS business to build customer centricity, the key is to ensure certain tips are followed. Involve senior leadership.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez. To reduce churn? Optimize their product or service?

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 182

Survey Social Media Contact Center Call Recording 182

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

SurveySensum

JULY 14, 2020

Recognized as one of the most prominent and valued millennial voices in CX, Clare Muscutt is an International Consultant, Keynote Speaker and soon to be the Author of the book ‘How to be Awesome at CX’. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Waypoint Group

MAY 23, 2018

And we’ve also provided a Joint Success Plan (JSP) template to drive the discussion (nay, customer-facing “QBRS” that become poor sales pitches for all your own stuff… use that extremely valuable time as a customer engagement opportunity!). What is your CS process? Are you measuring those stages in the process that matter?

Measurement 40

Measurement Customer Success Metrics B2B 40

Kustomer

JUNE 4, 2020

And so we try to make sure that there’s a place for anyone and everyone to share the stories that they’re hearing about customers or customer insights as well as share their own information or ideas that they have while they’re using Guru day to day and then their workflow. Hillary Curran: (04:49).

Feedback 52

Feedback Customers Meeting Customer Experience 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Segmentation.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for 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.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Waypoint Group

NOVEMBER 6, 2015

It’s critical to understand not only the percentage of customers that are “happy” but to also know why or why not. Armed with effective analysis and a powerful financial story, you can use voice of customer insight to truly accelerate growth for the company. There are several areas that are causing this churn.

Analysis 40

Analysis B2B Feedback Net Promoter Score 40

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Enthusiastic, engaged customers – Qualtrics recently hosted their annual Insight Summit, the only insight event of its kind.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

FEBRUARY 23, 2015

Customer Experience Journeys: Map for Actionability. Customer Journey Mapping: Apply Insights Everywhere. B-to-B Customer Journey Maps: New Wisdom. Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71