Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

MyCustomer

OCTOBER 14, 2015

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

Engagement 46

Engagement Customer Engagement Tools Employee Engagement 46

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Operational Benefits. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

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. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

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. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

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

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

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.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Metrics 52

Confirmit

JULY 27, 2020

BAE Systems ran annual or bi-annual engagement surveys for all employees. 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. Doing that requires developing a clear understanding of the experiences of employees.

System 52

System Case Study Survey Touchpoint 52

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

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

ijgolding

JANUARY 17, 2017

Do you know how good (or bad) you are at doing whatever it is you are supposed to be doing for your customers? Do you know what you need to get better at doing for your customers? Do you know if your own people are engaged in what you are supposed to be doing for your customers? Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

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

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

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CX Journey

JULY 10, 2014

There are many sources, but they are best classified as: Voice of the Customer (VOC), which also includes voice of partners, franchisees, and other constituents, is structured and unstructured data from solicited and unsolicited feedback; I''ll also add behavioral/purchase data here, as well as anything else we know about the customer Voice of the (..)

Data 177

Data Customer Experience Customer Journeys Analysis 177

Confirmit

DECEMBER 5, 2018

Confirmit Flex Extensions are part of Confirmit Horizons, our award-winning software solution for Customer Experience, Employee Engagement, and Market Research. This powerhouse combination provides you with richer insights, so you can make smarter decisions, and take action faster to meet your customers’ demands.

Employee Engagement 40

Employee Engagement Customer Voice Software Video 40

ClearAction

AUGUST 29, 2015

Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. Addressing one at a time can help you save one customer at a time from defecting to your competition. 3) Cultural Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Confirmit

MAY 27, 2019

There’s no maximum number they can give out and tracking is only done to make sure that employees are giving out enough of them. Take some risks and give your employees a little more leeway to manage the relationship with your customers and I bet your employees will be more engaged and loyal, and as a result your customers will be too.

Call Center 40

Call Center Hotels Conference Travel 40

CX Journey

SEPTEMBER 8, 2016

So how do we ensure that our employees are happy, engaged, and having a great experience? When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). They drive customer happiness and loyalty, and ultimately, they drive the customer experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Understanding employee views and needs with both qualitative and quantitative approaches.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. Talented employees are a company’s most precious asset and should be treated as such. Engaged employees look beyond the paycheck; they want to know the role they play in a company’s success. Situation : A top goal for 2018 is hiring key talent.

Communication 82

Communication Leadership Airlines Social Media 82

Confirmit

MARCH 6, 2019

Yes, do share response rates – they’re a great indicator of engagement. Our judges are experts in Customer Experience and Employee Engagement. Voice of the Customer Voice of the Employee Market Research Best Practices Quick Guides. Don’t get us wrong, we like a survey.

Tips 40

Tips Multi-Channel NPS Survey 40

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. These are genuine responses.

Sports 120

Sports Measurement Customer Experience Retail 120

Second to None

APRIL 26, 2018

Beyond mystery shopping programs, another great way to improve employee performance is to implement employee feedback programs. 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

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service.

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

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

FEBRUARY 25, 2019

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Voice of the Customer Voice of the Employee Market Research Best Practices. Can I enter multiple categories?

How To 40

How To Multi-Channel B2B Tips 40

Confirmit

MARCH 13, 2018

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Voice of the Customer Voice of the Employee Market Research Company Best Practices. But you knew that! Can I enter multiple categories?

How To 40

How To Multi-Channel B2B NPS 40

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySparrow

JULY 21, 2021

Survey features: Survey Genius scores, granular randomization, 200+ templates, multilingual surveys, text analysis, custom variables. #4: Made in Virginia, SoGoSurvey is a comprehensive platform for quizzes, CX, employee engagement, and online surveys. 4: SoGoSurvey. To get those, you have to upgrade to Forms Pro.

e-support 52

e-support Social Media Survey NPS 52

Heart of the Customer

NOVEMBER 16, 2018

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.

Customer Journeys 104

Customer Journeys Tools Customer Experience Employee Engagement 104

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Personas can be developed based on customer goals, demographics, and other characteristics that may influence behavior. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365