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

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. The challenge is to focus on nurturing customer relationships and prioritizing existing customers rather than hunting down new ones.

Customer relationships 48

Customer relationships Metrics Effort Score Customer Success 48

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Strativity

SEPTEMBER 2, 2015

It’s presence, or lack thereof, can ultimately strengthen, or weaken, customer relationships. Click here to download our Voice of Customer infographic to discover more about what customers are saying about their experiences.

Voice of Customer 40

Voice of Customer Infographics Customer Centricity Study 40

Totango

OCTOBER 3, 2019

Gone are the days when you can produce a standard-issue product and expect customers to happily purchase it, again and again. Customers have more choices than ever, so it’s critical that you take a customer-centered approach and offer personalized customer engagement. Monitor changing customer goals.

Customer Engagement 68

Customer Engagement Engagement Software Communication 68

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. By that I mean immediately, right on the front line—where service teams are actively engaging customers.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights.

Engagement 40

Engagement B2B ROI Customer Retention 40

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. … How is any of that not also obviously for the employee relationship?

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. Voice of Customer. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Alida

SEPTEMBER 14, 2018

IValerie Brock, senior research manager of customer advocacy, has become an important guardian of customer relationships in this company. VMware’s core audience of IT professionals are often hard to reach, but by authentically engaging them, Valerie and her team gets ongoing feedback.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Analysis Customer Satisfaction Customer Retention 62

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Second to None

SEPTEMBER 25, 2018

However, these enhanced connections do not always have a positive impact on customer relationships. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Our solutions are developed on the basis of solid research and statistical science.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Beyond Philosophy

MAY 1, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Their respondents indicated that 82% believe the challenges of managing customer engagement and experience will get more difficult this year.

Customer Expectations 60

Customer Expectations Consulting Conference Analytics 60

CX Journey

DECEMBER 11, 2014

Before a B2B company actually bases any decisions and actions on overall Recommend scores, there are so many other insights lurking in the background that are indicators of how strong customer relationships really are and whether there should be concern over churn rates. 3) How engaged are our customers?

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams. Onboarding.

Customer Success 89

Customer Success Effort Score Customer Centricity Customer Journeys 89

Kustomer

AUGUST 19, 2021

Now, let’s look at the three steps that are part of the Voice of Customer process. The first step to understanding what your customers are looking for is to gather data. This can be done in a variety of ways, such as through live chat, surveys, social media, and customer reviews. Gather Feedback.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

Wootric CX Blog

JANUARY 14, 2020

Martech: engagement data such as email opens. Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– – is available in Wootric.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Think Customers

NOVEMBER 16, 2022

Positively managing current customers in uncertain economic times can represent easy growth opportunities that cost less than acquiring new customers. Do: Give customers a reason to stay (and grow) with you. Do remove friction from interactions across the customer journey. Do provide channels customers prefer.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Totango

JANUARY 23, 2020

Today’s customers are more likely to seek more flexible, subscription-based agreements that empower them to walk away if they are unhappy. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth. Customers who do not get the support they need will lose interest.

Strategy 106

Strategy Management B2B ROI 106

ChurnZero

APRIL 14, 2023

Despite differences in working styles and focuses, Customer Success and product need each other to succeed. Think about it from a customer’s perspective. A part of their experience with a company comes from the engagement they have with customer success managers. However, the cadence of engagement isn’t formalized.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

Totango

NOVEMBER 19, 2019

ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

ROI 64

ROI Customer Success How To Customer Centricity 64

Second to None

FEBRUARY 4, 2020

By cutting out the wholesaler middle-man, brands are setting themselves up to better understand what their customers are looking for within the sales interaction, therefore helping to establish better and longer customer relationships. Now, customers can learn about as many brands as they choose all without leaving their couch.

Consumers 67

Consumers Strategy How To Hospitality 67

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams. Onboarding.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

Totango

JANUARY 16, 2020

There is no need to pit customer delight against customer satisfaction. Each are goals you should pursue as you strive to provide value to your customers. You should establish a clear pathway to product success early on in your customer relationship, complete with a series of goals that indicate progress.

Customer Satisfaction 62

Customer Satisfaction Customers Customer Success Software 62

Totango

SEPTEMBER 10, 2019

Educate the customer on all elements of the product with a special focus on the features you know will help them achieve their goals. It is important to acknowledge and respond to the many questions customers are likely to have during this transition phase. Share Customer Information. Personalize Engagements.

How To 72

How To Customer Journeys Customers Loyalty 72

Totango

SEPTEMBER 18, 2020

Service utilization: How much of their potential license seats, storage capacity, or other variable is your customer accessing? Adoption metrics: Is the customer using the product efficiently and impactfully? Voice of Customer data: What has your customer had to say about your product? Voice of Customer.

Metrics 62

Metrics Customer Success How To Return on Investment 62

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. As a result, organizations are always coming up with new ideas to provide optimized value to customers across every channel.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

ClearAction

JANUARY 6, 2021

This is success-limiting because Net Promoter Score® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. How many Promoters are among your core-growth customers, and vice-versa?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Think Customers

AUGUST 30, 2021

Today’s sellers need deeper, faster, more personalized data and insight, as well as the right tools to foster engagement and relationship building. Keywords and trends, customer sentiment, and process analysis can help improve sales engagements and improve future interactions on the phone or through digital channels.

B2B 59

B2B Sales CRM Video 59

Second to None

MARCH 29, 2018

Customer relationships are the foundational building blocks of a high-performance organization. These interactions and relationships are spread across more than the traditional channels, and each of these avenues can affect your team’s ability to curate long-term customer relationships. 2,4 [link]. 3 [link].

Omni-Channel 69

Omni-Channel Social Media Brands Customer relationships 69

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? The Solution: Trustworthy and Representative Customer Feedback (i.e. Engagement ).

Engagement 40

Engagement Customer Engagement Feedback How To 40