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. MORE

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. MORE

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

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. 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

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

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

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

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. 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

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. 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

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. MORE

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. MORE

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. MORE

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. 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

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

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

While observing this incredible variety of highly adapted species, I found myself reflecting on how Darwin’s theories apply to customer experience. While most leading organizations are now investing in CX programs, the impact these programs have on both company performance and the customer experience wildly varies. Some examples of how leading CX departments have evolved include: Increasing the number of channels used to engage with customers. MORE

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. MORE

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. MORE

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. 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

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

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. " 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

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

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. MORE

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. 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

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

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