ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. VoC reports do not speak the language of managers. Their charter is to solicit and report feedback from customers.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Forrester's Customer Insights

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts.

Touchpoint 44

Touchpoint Trends Report Company 44

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. VoC reports do not speak the language of managers. Their charter is to solicit and report feedback from customers.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

ijgolding

JUNE 9, 2015

Ability to communicate the importance of customer experience and corresponding strategy. Ability to recommend initiatives based on customer experience data. Ability to report CX data to different audiences in an understandable manner. COMPETENCY 3 – VOC, Customer Insight and understanding.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Forrester's Customer Insights

SEPTEMBER 24, 2018

In a recent workshop with the marketing team of a large European brand, we discussed the importance for marketers to deliver their brand promise. About 45% of marketers now report to be in charge of the customer experience. Whether they officially own CX or simply orchestrate CX talent and resources does not matter.

Brands 39

Brands How To Resources Report 39

Think Customers

JUNE 16, 2022

Consumers in general are connecting more deeply with brands since the pandemic began, and “intimate brands” outperform other companies when it comes to profits and the stock market, the report found. Anticipate what customers want. Savvy brands know that being proactive is key to delivering seamless experiences.

Customer Journeys 52

Customer Journeys Telecommunications Touchpoint Brands 52

Retently

APRIL 5, 2024

Smart shelves that monitor inventory in real-time, smart carts that guide shoppers through stores, and personalized discount offers sent directly to mobile devices – all contributes to a memorable retail customer experience. Workshops, product launches, and live demonstrations can draw customers into the store and create buzz around it.

Retail 78

Retail Engagement Strategy Customer Experience 78

NobelBiz

FEBRUARY 13, 2024

By adopting NobelBiz’s omnichannel contact center solutions , businesses can achieve: Enhanced Customer Engagement: Deliver a more engaging and satisfying customer experience by meeting customers on their preferred channels. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence.

Call Center 59

Call Center Self Service Software Contact Center 59

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Customer Success 22

Customer Success Course Training Customers 22

Peter Lavers

NOVEMBER 14, 2017

It’s an IBM report published by Forbes, on data scientist skills shortages. After a career spanning IT & then Underwriting, I spent 13 years creating & leading Customer Insight teams. One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. Influencing.

Data 40

Data Analytics Course Training 40

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ProProfs Chat

DECEMBER 23, 2019

Take a look at this example of the perfect customer centric innovation: Example: As one of the world’s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Clarabridge

OCTOBER 8, 2015

The ability to quickly and easily distribute customer feedback data to the people who can act on it is critical. As a customer insights guru, you likely have access to heaps of data—from purchase history to demographic information to customer feedback—and you’re a whiz at piecing it all together.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

BirdEye

MARCH 24, 2023

Network with the people in your target market to nurture leads and acquire new customers. An easy way to make business connections is by participating in business events, workshops, trade fairs, and exhibitions focused on your industry. Building an audience on the platform will lead to more customer insight.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ClearAction

NOVEMBER 16, 2023

Another hindrance to manager participation is VoC reporting. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. We created more than 50 separate VoC reports to give each line of business their own cut of the data. We updated customers as promised.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

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

ClearAction

JULY 23, 2023

There may be several other groups in your company who are interfacing with or directly addressing needs of customers. Why this accelerates B2B CXM maturity: This built-in extended CXM team is a treasure trove of customer insights, engagement, and value-generating opportunities.

Government 62

Government B2B Customer Experience Customer Journeys 62

Gainsight

NOVEMBER 18, 2019

We have so many silos touching the customer. Does anyone actually see the full customer experience? Should we have included Marketing in our workshop?”. At Method Garage, our B2B customer experience firm, we’ve seen firsthand the confusion and anxiety that journey mapping projects can provoke in the people who lead them.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

ClearAction

AUGUST 6, 2019

In Hewlett-Packard’s Marketing department at the start of her career, Kirsty’s outlook was influenced by a mandatory six-month job in the field to develop an understanding of customers as the prerequisite to her Marketing role. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Russel Lolacher

JUNE 13, 2022

We do status reports. But status reports don’t tell the story. I’ve seen that happen really, really successfully but using customer feedback and customer insight as a as a way of saying, How does this impact asking the question, how does this impact our customer? Oh, who needs help?

Culture 59

Culture Communication Employee Experience Connections 59

Beyond Philosophy

DECEMBER 21, 2023

To summarize, most people think AI will be a great enhancement to the market research industry, and no one group has a majority opinion on what that means for customer insight or market research jobs. So, does anyone know where the area of customer insights going?

Analysis 88

Analysis Trends Customer Centricity Customer Insights 88

ClearAction

JUNE 22, 2017

Notice that the following recipe is focused on customer inputs, not managers’ perceptions. Note also that this approach dispenses with preconceived notions of segments, personas, and boundaries — to allow the customer insight to speak for itself. Map those comments to the end-to-end customer experience journey stages.

Customer Journeys 73

Customer Journeys B2B Customer Experience Management ROI 73