Improving the Respondent Experience

CX Journey

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.

Bringing Your #VoC Program up to 2020 Standards

CX Journey

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.

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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?

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.

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?

Executives Leading a “Customers for Life” Culture—Customer Centricity

Verint

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.

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 customer feedback experience – an experience not to be taken for granted!

ijgolding

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.

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.

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

Verint

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

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.

Oh No, I Lost My Credit Card! Responding to the Voice of the Customer

Verint

This somewhat embarrassing scenario is apparently common and not only a headache for the customer—it can also be costly for your bank. A large international bank and credit card issuer was using Verint Speech Analytics to identify “moments of truth” and customer frustration. One of the topics they found was exactly the scenario mentioned above—customers frantically calling to cancel their credit card only to call several hours later after finding the lost card.

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.

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.

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

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Back Office Falling Behind? Balance Customer Centricity and Efficiency

Verint

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara.

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.

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.

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.

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.

Verint Speakers: Summer School Series, Effortless Customer Experience

Verint

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. CRMXchange.com Roundtable: How to Deliver an Effortless Customer Experience. Verint Summer School 2017. August 1-24; Webinar Series.

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".

Ventana Research Names Verint 2017 Digital Innovation Awards Finalist

Verint

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading solution with Verint’s acquisition of OpinionLab. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

The Best Time of Year to Improve CX: Customer Conferences

Verint

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout sessions aren’t the only ingredients for success. At our company, we took a good, hard look at our annual Engage customer conference through the lens of our CX program.

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

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.

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.

Customer is King. Or is it?

Calabrio

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. That’s where the Chief Customer Officer (CCO) comes in.

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.

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.

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.

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.

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 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. "

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.

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.

3 ways of calculating the ROI of customer relationship intelligence

Vision Critical

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. Research Marketing Business Strategy Innovation Customer Experience ROI

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