Customer Voice Management: Enabling Heroic Customer Relationships from the First Contact to the Last

Talkdesk

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.

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.

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.

The Definition of #CX Insanity

CX Journey

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

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 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.

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.

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.

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

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.

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".

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".

Evaluate Individual Branches During Competitive Benchmarking

Second to None

Granulizing your benchmarking program to account for specific competitors in each unique area will give those employees and branch managers the kind of data that helps them contribute to a leading overall Customer Experience. Apply Customer Experience measurement programs like mystery shopping initially to capture an outside-in perspective of the way your brand is perceived and then create a data-driven ranking of which locations are leading the pack and which are struggling.

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!

How To Stand Out In The Sportswear Industry

Second to None

Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

Is Your CX Program Fit for Survival?

Verint

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.

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.

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.

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.

ROI 52

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted

StellaService

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

What Your CX Program Can Learn from My Five-year-old Daughter

Verint

Verint’s Raj Sivasubramanian shares what he learned from a recent conversation with his young daughter and the customer experience takeaways that can be applied to organizations around the world. Voice of the Customer Voice of the Customer Analytics Customer Satisfaction voice of the employee Customer Service Customer Experience NPS customer engagement optimization employee engagement Business Intelligence customer engagement customer focus CX business objectives CX initiatives

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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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.

B2C 123

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.

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.

How CX Delivers Business Value

Verint

In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even market leaders need to stay vigilantly attuned to changing consumer preferences or they risk a quick descent from leader to laggard.

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.

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.

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.

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.

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. "

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.

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.

ROI 56

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.

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.

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.