INDUSTRY INSIGHTS YOUR PEERS ARE READING
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? MORE
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. MORE
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. The post Journeys are for Action, not Maps appeared first on Heart of the Customer. MORE
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. MORE
Voice of the Customer Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience customer engagement optimization Customer Feedback Employee Satisfaction customer centricity customer engagement customer focus MORE
I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […]. The post “Now, why exactly do you need to talk to customers?” MORE
Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. This is ironic. Except when it isn’t. The post Journey mapping is still happening in silos. MORE
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. MORE
In the modern business-to-customer retail relationship, the first point of contact is typically made online. This means that your digital identity can play a potentially huge role in the way that consumers perceive your brand throughout the rest of the customer journey. Another digital interaction that can have a large impact on the way customers perceive your brand experience is social media interactions. MORE
Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company. MORE
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. MORE
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. MORE
There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. It wouldn't hurt to actually map the survey experience from the customer's perspective. MORE
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. MORE
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. MORE
Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. They have senior executives who not only advocate for customers occasionally, but also weave the voices of customers and employees into their decision-making process. MORE
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 MORE
appeared first on Heart of the Customer. What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. MORE
Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response. Connect to your customers in real time with a personal touch. MORE
There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. What is a customer advisory board? Running a customer advisory board is really a full-time job. MORE
CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. MORE
We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer. MORE
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? MORE
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 MORE
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". MORE
Article by Ernan Roman Featured on CustomerThink.com “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.” So, the action companies must take is to share customer listening insights across all departments involved in product development and marketing. MORE
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". MORE
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. appeared first on Heart of the Customer. MORE
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. MORE
As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. A consistent omnichannel brand experience is important because it reduces the amount of mental effort necessary for a customer to complete a transaction at any of your different locations. MORE
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. MORE
One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. Additionally, US consumers report that being passed between agents is the most frustrating aspect of a customer service experience.[4] MORE
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. MORE
Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers. MORE
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? MORE
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. MORE
This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Journey Map Customer Personas CX vision Voice of the Customer brainstorm brainstorming customer journey customer voice CX CX tip journey map journey mapping MORE
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. MORE
Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. MORE
Customer Voice Related Topics Talkdesk
DECEMBER 6, 2017
Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response. Connect to your customers in real time with a personal touch.
Heart of the Customer
JANUARY 16, 2019
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. appeared first on Heart of the Customer.
ERDM
JULY 24, 2017
Article by Ernan Roman Featured on CustomerThink.com “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.” So, the action companies must take is to share customer listening insights across all departments involved in product development and marketing.
Heart of the Customer
JANUARY 10, 2019
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. The post Journeys are for Action, not Maps appeared first on Heart of the Customer.
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.
Heart of the Customer
NOVEMBER 16, 2018
Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. This is ironic. Except when it isn’t. The post Journey mapping is still happening in silos.
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Heart of the Customer
DECEMBER 4, 2018
We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer.
Heart of the Customer
SEPTEMBER 6, 2018
I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […]. The post “Now, why exactly do you need to talk to customers?”
Heart of the Customer
OCTOBER 25, 2018
This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Journey Map Customer Personas CX vision Voice of the Customer brainstorm brainstorming customer journey customer voice CX CX tip journey map journey mapping
CX Journey
DECEMBER 19, 2018
There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. What is a customer advisory board? Running a customer advisory board is really a full-time job.
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CX Journey
JULY 9, 2015
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?
CX Journey
SEPTEMBER 27, 2017
Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.
ijgolding
APRIL 15, 2015
CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me.
CX Journey
SEPTEMBER 29, 2015
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.
CX Journey
OCTOBER 11, 2017
There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. It wouldn't hurt to actually map the survey experience from the customer's perspective.
CX Journey
MARCH 8, 2017
Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs.
CX Journey
SEPTEMBER 19, 2018
Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.
CX Journey
FEBRUARY 14, 2017
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?
CX Journey
MARCH 4, 2016
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?
PeopleMetrics
SEPTEMBER 17, 2015
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.
CX Journey
SEPTEMBER 2, 2014
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.
Maz Iqbal
JUNE 8, 2017
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
CX Journey
NOVEMBER 18, 2014
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
CX Journey
JANUARY 27, 2015
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.
PeopleMetrics
APRIL 9, 2015
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.
CX Journey
SEPTEMBER 11, 2014
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.
CX Journey
JANUARY 22, 2016
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.
ijgolding
MAY 23, 2016
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.
CX Journey
AUGUST 29, 2014
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.
PeopleMetrics
JANUARY 14, 2015
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.
Verint
MAY 25, 2017
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.
PeopleMetrics
AUGUST 25, 2015
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.
Verint
MAY 19, 2017
Voice of the Customer Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience customer engagement optimization Customer Feedback Employee Satisfaction customer centricity customer engagement customer focus
Second to None
SEPTEMBER 7, 2018
In the modern business-to-customer retail relationship, the first point of contact is typically made online. This means that your digital identity can play a potentially huge role in the way that consumers perceive your brand throughout the rest of the customer journey. Another digital interaction that can have a large impact on the way customers perceive your brand experience is social media interactions.
Maz Iqbal
JULY 12, 2016
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".
Maz Iqbal
JULY 12, 2016
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".
Second to None
SEPTEMBER 27, 2018
As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. A consistent omnichannel brand experience is important because it reduces the amount of mental effort necessary for a customer to complete a transaction at any of your different locations.
Second to None
SEPTEMBER 18, 2018
One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. Additionally, US consumers report that being passed between agents is the most frustrating aspect of a customer service experience.[4]
Verint
AUGUST 21, 2017
Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. They have senior executives who not only advocate for customers occasionally, but also weave the voices of customers and employees into their decision-making process.
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