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 Leadership 52

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? Financial Benefits. Operational Benefits.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Confirmit

JULY 8, 2019

Company Pulse is gathering business intelligence for organizational change and increased employee performance - working smarter and cost reductions. Company Pulse Index™ gathers feedback to map employee work patterns behavior, including the use of time, time thieves, digitization and the way office space works.

Company 40

Company Analysis Innovation Employee Engagement 40

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

ijgolding

SEPTEMBER 26, 2016

Their employees operate like automatons – engaged with doing their job, but unlikely to be an advocate of their company and its customers. Voice of the Employee (VOE) as I call it, is becoming an increasingly important factor in the management of Customer Experience. These are genuine responses.

Sports 120

Sports Measurement Customer Experience Retail 120

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network.

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

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. In a crisis situation, however, swift, honest acknowledgement of the problem and a plan for corrective measures is essential to salvaging reputation and customer relationships. Delayed responses escalate, infuriate, and drive customers away.

Communication 82

Communication Leadership Airlines Social Media 82

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Verint

SEPTEMBER 7, 2017

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. At our company, we took a good, hard look at our annual Engage customer conference through the lens of our CX program.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

PeopleMetrics

SEPTEMBER 17, 2015

And finding the right answers can help you better explain goals, plan work, and measure change. Trust in the Journey to Customer Centricity. Why am I so angry we're out of coffee? Asking “Why?” can help you develop a keener sense of emotional intelligence. Emotional intelligence is a powerful leadership tool.

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

PeopleMetrics

APRIL 9, 2015

And once you have a customer experience management plan in place, well—then there’s even more work to do. You’ll have to worry about adoption, straightening out the kinks in your closed-loop feedback systems , engaging employees, and measuring your actions and results. That doesn’t mean that the work is for naught.

Customer Experience 48

Customer Experience Strategy Employee Engagement Customer Centricity 48

Qualtrics

FEBRUARY 17, 2020

Don’t measure. Or do you want to really deliver breakthrough experiences for your customers and employees? Turn employees into advocates and make the customer voice louder than ever. Your frontline employees know your customers better than anyone. Employee engagement in action.

Government 34

Government Leadership Employee Experience Automotive 34

Russel Lolacher

OCTOBER 10, 2022

would also say that the evolution of measuring customer experience has been evolving. So there’s this whole evolution of measurements that I could spend an hour on. There’s an assumption that HR is taking care of and measuring employee experience. And even employee experiences, the iNPS ratings.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

C Space

NOVEMBER 4, 2019

Those that don’t are often disruptive reorganizations which change reporting relationships but don’t address underlying customer strategy and employee engagement issues. The best insights leaders and their companies are agile, build change dynamically into the way they work, and organize around customers rather than functions.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Strategy 45

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Understand your customers’ expectations better. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40