CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Failure to do so is disrespecting the customer and the business." What does this say about that company?

Tips 296

Tips Culture Exercises Feedback 296

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Culture 129

Culture Customer Centricity Employee Engagement Customer Voice 129

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Metrics 52

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? You do listen to them, right?

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Create a CX journey for your employees. Failure to do so is disrespecting the customer and the business.".

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Failure to do so is disrespecting the customer and the business.". ,,, 4. What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

CX Journey

JULY 10, 2014

and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. Data are useless to improving the customer experience when they remain siloed; siloed data mean siloed experiences.

Data 177

Data Customer Experience Customer Journeys Analysis 177

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. . They’ll deflect.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Confirmit

NOVEMBER 18, 2019

Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. So in a sense, Employee Experience is not a “program”, it’s a “topic.” Voice of the Customer Voice of the Employee Best Practices.

Employee Engagement 45

Employee Engagement Employee Experience ROI Measurement 45

MyCustomer

OCTOBER 14, 2015

Voice of the Customer. Voice of the Employee: Engaging staff & customers.

Engagement 46

Engagement Customer Engagement Tools Employee Engagement 46

Confirmit

MARCH 31, 2019

Confirmit offers end-to-end solutions that help businesses collect Richer insights so they can make Smarter Decisions and take Action Faster using the world’s most secure, reliable, and scalable solutions for Customer Experience, Employee Engagement, and Market Research programs. Analytics, Reporting, and Dashboards.

Contact Center 40

Contact Center Analytics Employee Engagement Customer Voice 40

Confirmit

JULY 27, 2020

delivers a range of products and services for air, land and naval forces, and for advanced electronics, security, IT solutions, and customer support services. Its employees deal with highly sensitive information in their roles, so it is critical to ensure that the company hire, train and retain a high-quality workforce.

System 52

System Case Study Survey Touchpoint 52

Confirmit

MARCH 5, 2017

It integrates with Confirmit Horizons™, our flexible, multi-channel solution for Customer Experience, Employee Engagement and Market Research programs. Voice of the Customer Voice of the Employee Market Research. to determine the sentiment by category for each item of text.

Analysis 40

Analysis Multi-Channel Social Media Employee Engagement 40

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? So how do we ensure that our employees are happy, engaged, and having a great experience?

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Confirmit

JULY 8, 2019

Giving companies valuable data and a current situation snapshot, Company Pulse Index™ is used to help companies develop more effective ways of working, and to identify the most effective work practice for individual organizations - in a way that benefits both businesses and employees! For the full list of winners, see our press release.

Company 40

Company Analysis Innovation Employee Engagement 40

Confirmit

FEBRUARY 20, 2019

And on the maturity of Voice of the Customer and Employee Engagement programs as new methodologies emerge. Voice of the Customer Voice of the Employee Market Research Best Practices. All good stuff. Except for our judges. so get started now.

Employee Engagement 40

Employee Engagement Customer Voice Consulting Video 40

Confirmit

DECEMBER 5, 2018

The Confirmit Flex SDK toolkit has been developed to enable customization of Confirmit at key points in the system, allowing you to build value-added applications that maximize the functionality of the software. Voice of the Customer Voice of the Employee Market Research Factsheets.

Employee Engagement 40

Employee Engagement Customer Voice Software Video 40

Confirmit

MAY 27, 2019

The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. Voice of the Customer Voice of the Employee Best Practices.

Call Center 40

Call Center Hotels Conference Travel 40

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. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

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. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Confirmit

MARCH 6, 2019

My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ? How are you supporting them as they use the Voice of the Customer to think of new ways to do things? The judges like numbers.

Tips 40

Tips Multi-Channel NPS Survey 40

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience.

Communication 81

Communication Leadership Airlines Social Media 81

ijgolding

SEPTEMBER 26, 2016

An organisation that contains people who are only able to fulfil tasks is one that will be unable to adapt to the changing needs of its customers. Their employees operate like automatons – engaged with doing their job, but unlikely to be an advocate of their company and its customers.

Sports 120

Sports Measurement Customer Experience Retail 120

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Confirmit

FEBRUARY 25, 2019

A safe bet in most case is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you.

How To 40

How To Multi-Channel B2B Tips 40

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you have numbers to support your program – not just NPS or Customer Effort scores, but financial or operational results to share, Business Impact is the place for you!

How To 40

How To Multi-Channel B2B NPS 40

Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. Create a program based around eNPS, which will measure the willingness of your employees to recommend your workplace to their friends and family.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

SurveySparrow

JULY 21, 2021

So if you want an online survey software that can help you improve the experience in your product, employee, and customer journeys, SurveySparrow is just what you need. Custom rebranding (Logo, CSS, Domain, Email, SSL). Businesses looking for a custom solution can get a personalized quote under Business, NPS and 360°.

e-support 52

e-support Social Media Survey NPS 52

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.

Survey 54

Survey Customers Technology Marketing 54