Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida

Verint

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

The Many Voices of Customer Experience

CX Journey

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience?

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Grow Your Business through the Power of Listening to Customers

CX Journey

Berry Are you listening to your customers? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.

Customers Convene in Orlando for Engage 2017 Global Customer Conference

Verint

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong!

The Biggest VoC Problem. and How to Solve It

CX Journey

Why do we listen to customers and other constituencies today? It doesn't get transformed into anything digestible that can then be used to transform the customer experience. Customers don’t expect you to be perfect. Do you know about the biggest problem with VoC today?

4 Voices That Could Pull Your Company Out of the Innovation Rut

CX Journey

When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. I recently wrote about the many voices of customer experience, all important to total customer understanding.

Voice of the Customer (VoC): Is Your Brand Flying Blind?

StellaService

They rely on traditional voice of the customer (VoC) programs for a mission-critical view of the contact center: what’s working, what isn’t, and what can be done to improve customer service. Imagine a response rate to customer feedback requests of 30% or more.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. more often in your customer experience strategy can help you develop empathy for every party involved.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience. Why are your customers still unhappy? Why don’t your customers recommend your company?

Listen with the Right Intent

CX Journey

Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? And in the customer conversation, that part is often missing. Use those cues, combined with what is being said, to form your response - after the customer is finished talking.

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Decide on Your Ideal Customer.

Employee Advocacy Is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”

Verint

Are the people in your organization empowered to do what’s right for the customer? Your employees have a wealth of knowledge into what customers do and do not prefer.

Customer Conferences: The Best Time of Year to Improve CX

Verint

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Are You Putting Marbles in a Bowl?

CX Journey

Probably the most important component of listening to the voice of the customer is acting on what you hear. When we ask customers for feedback, it''s imperative that we make the most of that conversation. survey design surveys voice of customer voice of employee

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure sufficient ‘voices’! Failure to measure the true ‘end to end’ customer journey.

The Other Golden Rule

CX Journey

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. And the knowledge that a great customer experience yields great benefits for the company.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Voice Of The Employee Can Cure Broken Customer Experiences, But You Need An Effective Program To Mine It

Forrester

Last week, many of our customer experience (CX) analysts -- including me and my colleague Sam Stern -- were glued to their computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25% of CX professionals say their companies'' CX programs actually improve customer experience. Read more Categories: voice of customer.

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

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 wisdom your partners possess thanks to day-to-day contact with your end customers.

Make Life Easier By Asking Only One or Two Questions of Your Customers

Maz Iqbal

It occurs to me that the scourge of the customer-centric fad is customer surveys. It seems to me that just about every large organisation that I deal with asks me for my feedback … Continue reading "Make Life Easier By Asking Only One or Two Questions of Your Customers". Customer Insight (inc VoC) Customer Service Customer-Centricity customer surveys listening listening to customers Two questions to ask your customers Voice of the Customer

The Best Customer Experience Strategies Are Invisible

PeopleMetrics

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. It just means that the customer only sees the result.

5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

Do Your CX Improvements Rob Peter to Pay Paul?

CX Journey

Image courtesy of HuffPos t When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? The purpose of the new dress code is to help customers more-easily identify employees.

Voice of employee can cure broken customer experiences but you need an effective program to mine it

Forrester

Last week, many of our customer experience analysts - including me and my colleague Sam Stern - were glued to their computer screens, watching a presentation by a big bank. They had introduced a tool to capture and manage ideas from their employees on how to improve the customer experience. This presentation mattered to us because only 25% of CX professionals say their companies'' CX programs actually improve customer experience. Voice of your employees (VoE) is. "

How to Navigate Toward Customer Centricity

PeopleMetrics

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. Use customer and employee feedback to make minor corrections.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

2 Reasons to Analyze What Customers Say—Not Just What They Do

Verint

In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world.

Understanding Customer Experience Management

ReviewTrackers

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

Dorel Juvenile Drives ROI through Voice of the Customer

Clarabridge

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment.

Voice of the customer: Your 4-point action plan

Customer Bliss

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly?

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How Analytics Technology is Changing the Contact Center

Calabrio

That’s 200B+ minutes of your customers telling you who they are and what they want. Why are so many organizations letting their customer voice just sit there, boxed up on the shelf, instead of putting this data to work to drive proactive change? Just as bad: 52% of contact centers don’t share customer intelligence with the rest of the enterprise. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices.

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. customer experience customer experience journey journey map

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?

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The Most Important Rule of Journey Mapping

CX Journey

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." We think we know the steps, but customers are best equipped to tell us their journeys.

Outside-In vs. Inside-Out Thinking

CX Journey

Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into consideration.

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Leadership behaviors required to create a customer-focused culture

NewVoiceMedia

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line. Customer Service

The Tipping Point for Loyalty Is Exceeding Customer Needs

Kayako

What do my customers want? What we should be asking is: What do my customers need and how can I help them? Needs describe customer requirement, at a minimum, from a product, service or interaction with support staff. Exceeding customer needs can be your competitive advantage.

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Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. For you and for the customer.

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