Expert insights. Personalized for you.
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. 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
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
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
You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. appeared first on Heart of the Customer. MORE
As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer. 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 post Is Your Customer Experience Program Making Your Customer Experience Worse? appeared first on Heart of the Customer. Customer Experience CCW customer customer experience tip customer feedback customer voice CX CX tip engagement feedback NPS MORE
The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. 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
We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. 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
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
The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. We find a lot of confusion in the marketplace around journey mapping. 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
As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. 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
This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer. 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
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
Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? MORE
The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer. Voice of the Customer choosing a journey consumer journey contest customer Customer Experience customer voice CX data quality journey map journey mapping moments of truth VoC workshop 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
This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Using Video to Bring the Customer Experience to Life appeared first on Heart of the Customer. MORE
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. I interviewed her to better understand their role, and how they help Prime improve the customer experience. 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
Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. 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
Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]. The post What Wells Fargo (and the Rest of Us) Can Learn from Samsung appeared first on Heart of the Customer. “Who knows what happened to us two years ago?” 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
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
Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away! 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
This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. MORE
Customer Voice Related Topics GetFeedback
MARCH 20, 2019
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.
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.
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Heart of the Customer
JUNE 27, 2019
The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer. Voice of the Customer choosing a journey consumer journey contest customer Customer Experience customer voice CX data quality journey map journey mapping moments of truth VoC workshop
Heart of the Customer
JUNE 19, 2019
As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.
Heart of the Customer
JUNE 26, 2019
As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs.
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.
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Heart of the Customer
APRIL 25, 2019
We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer.
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.
Heart of the Customer
APRIL 29, 2019
The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. We find a lot of confusion in the marketplace around journey mapping.
Heart of the Customer
MAY 2, 2019
This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Using Video to Bring the Customer Experience to Life appeared first on Heart of the Customer.
Heart of the Customer
JUNE 10, 2019
Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]. The post What Wells Fargo (and the Rest of Us) Can Learn from Samsung appeared first on Heart of the Customer. “Who knows what happened to us two years ago?”
|
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.
Heart of the Customer
FEBRUARY 12, 2019
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. I interviewed her to better understand their role, and how they help Prime improve the customer experience.
Heart of the Customer
MARCH 28, 2019
You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. appeared first on Heart of the Customer.
Heart of the Customer
NOVEMBER 14, 2018
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.
Heart of the Customer
APRIL 3, 2019
Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map?
Heart of the Customer
JULY 1, 2019
The post Is Your Customer Experience Program Making Your Customer Experience Worse? appeared first on Heart of the Customer. Customer Experience CCW customer customer experience tip customer feedback customer voice CX CX tip engagement feedback NPS
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.
Heart of the Customer
APRIL 30, 2019
This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research.
Heart of the Customer
MAY 9, 2019
The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.
Heart of the Customer
MAY 1, 2019
This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.
Totango
JUNE 4, 2019
Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback.
Wired and Dangerous
APRIL 15, 2019
Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away!
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.
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.
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?”
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?
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
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.
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
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
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.
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.
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.
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.
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.
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