Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Better products and services.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

CX Journey

JANUARY 22, 2016

How do you drive innovation within your organization? 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. (And Those voices come from customers, partners, employees, and customers through employees.

Innovation 80

Innovation Company Voice of Customer Meeting 80

Lumoa

FEBRUARY 6, 2018

The top challenges that companies should be aware of in 2018, I see are: That senior leadership teams view CX as a passing fad or a short term campaign, and do not truly understand the enormous value a customer-centric approach to business brings – be it engaged employees, retained customers with increased share of wallet or new customers.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. In these cases, the amount of extra time, in addition to the original financial investment of implementing the program, can be costly and deeply impact the perceived success of the program.

Report 59

Report Measurement Voice of Customer Leadership 59

Second to None

FEBRUARY 1, 2019

Thus, the difference in the financial growth between two similar brands could lie in their ability to build and maintain of a network of trustworthy Promoters. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 59

Customer Care CRM Customer Experience CEM 59