InMoment XI

MARCH 5, 2013

The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs.

Voice of Customer 200

Voice of Customer Survey Feedback Engagement 200

InMoment XI

MARCH 5, 2013

The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs.

Voice of Customer 200

Voice of Customer Survey Feedback Engagement 200

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. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Thematic

AUGUST 26, 2018

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . This blog series gives you tips on how to make a strong case internally to get buy-in from stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 54

Voice of Customer Analysis Case Study Exercises 54

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Thematic

JULY 3, 2018

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 59

Voice of Customer How To NPS Fashion 59

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 260

Metrics NPS Infographics Effort Score 260

CSM Magazine

JUNE 21, 2019

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. Sign up for the free webinar “Welcome to the Experience Economy” to find out. But how do we capture, sort and display customer data?

Feedback 40

Feedback Data Customer Experience Airlines 40

Stella Connect

MAY 11, 2017

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. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Short survey’s respect your customer’s time. Deliver an Effortless Customer Experience.

Feedback 138

Feedback Contact Center Tips Survey 138

Wootric CX Blog

DECEMBER 2, 2019

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty.

Voice of Customer 52

Voice of Customer NPS Meeting Net Promoter Score 52

ClientSuccess

NOVEMBER 22, 2021

When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. Voice of Customer.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Totango

MARCH 10, 2020

In the case of your customers, it’s most evident in their loyalty. Happy customers stay, unhappy customers leave. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy. Customer Experience as Value.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

SurveyGizmo

MARCH 12, 2021

Watching how customer experience has changed and evolved over the past year led us to look at what you can expect in 2021. Alchemer CEO, David Roberts, and Alchemer VP of Customer Success, Ryan Tamminga, discuss how customer experience will change in 2021. Watch the webinar here.? . Voice of the Customer (VoC)?programs.?.

Customer Experience 52

Customer Experience Employee Engagement Trends Employee Experience 52

CX Journey

SEPTEMBER 12, 2017

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. The webinar built on a whitepaper that I wrote for Fuel Cycle with a similar title. and to deliver results.

Analysis 106

Analysis Customer Centricity Culture Feedback 106

SurveyGizmo

FEBRUARY 24, 2022

Alchemer’s highly flexible enterprise feedback platform helps Amdocs drive actionable insights from all customers in over 50 countries and across multiple communications channels. We are very proud of the way Amdocs listens and acts on customer feedback,” said Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs. “We

Innovation 52

Innovation Feedback B2B Software 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. The customer data we had previously didn’t give us the full picture.

How To 113

How To Groups Customers Innovation 113

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers.

Strategy 62

Strategy Effort Score B2B Customer Success 62

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Amen to that! And then act on what you hear.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

OpinionLab

SEPTEMBER 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Here are five key learnings from the webinar: 1. There are three elements of a customer’s experience.

Customer Journeys 60

Customer Journeys Voice of Customer Interaction Touchpoint 60

Totango

JANUARY 16, 2020

That is the big difference in the customer delight vs customer satisfaction divide. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor. Both are important aspects of customer success.

Customer Satisfaction 62

Customer Satisfaction Customers Customer Success Software 62

ForeSee

SEPTEMBER 12, 2019

Our Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Financial 40

Financial Data Voice of Customer ROI 40

ForeSee

SEPTEMBER 11, 2019

Our “Insight to Action” webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Voice of Customer 40

Voice of Customer ROI Customers Strategy 40

CX Journey

SEPTEMBER 7, 2017

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. Image courtesy of Pixabay Do you know the top three secrets of VoC success? Check it out. Unknown.

Feedback 97

Feedback Communication Customer Experience Company 97

ChurnZero

MARCH 29, 2019

So, even if you are working hand in glove with a client on a regular basis, the formal customer survey can be deployed to great effect, garnering answers you never thought about, and identifying pain points or positive reactions that your clients may not have revealed to you otherwise. Checking in on customer service objectives?

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. By focusing on the customer journey, marketers can guide their audience towards that crucial step.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success. Apply here: [link].

Customer Success 19

Customer Success Case Study Knowledge Base Training 19

Verint

OCTOBER 2, 2017

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. destination CRM.com Webinar. destination CRM.com Webinar. October 25; Webinar. Sitecore Symposium 2017.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Second to None

MARCH 26, 2018

Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship. However, too often brands are focusing enough on customer engagement, but not enough on ensuring a positive employee experience.

Consumers 54

Consumers How To User Experience Brands 54

Innovative CX

MAY 10, 2019

What does learning a new language have to do with customer experience? With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Do a quick analysis to identify customer touch points.

Customer Experience 40

Customer Experience Culture Travel Touchpoint 40

Think Customers

SEPTEMBER 24, 2020

This applies to sales as well as customer service. In the TTEC OnDemand Webinar, How the selling greats use speech analytics to score more deals , we teamed up with top players in the speech analytics game to explore how organizations can use speech analytics to gain efficiencies, lift conversion rates, and improve revenue.

Analytics 52

Analytics Sales Analysis CRM 52

Waypoint Group

APRIL 21, 2015

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. Pier 48 will be converted into a Customer Success Village and accompanied by gourmet food trucks in what we can only imagine will add up to an event rivaling Dreamforce. Traveling with colleagues?

Customer Success 40

Customer Success Conference Fashion Voice of Customer 40

Team HGS

OCTOBER 9, 2018

In fact, according to Nielsen, Americans spend five times longer in messaging apps than on voice calls. At our October 4 webinar , our own VP of Solutions and Capabilities, Mandeep Kwatra, shared how to make the most of these newer channels to create a seamless customer experience that improves CSAT and retention.

Touchpoint 40

Touchpoint Contact Center Government Customer Journeys 40

Wootric CX Blog

JULY 6, 2019

In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a Customer Insights professional. Listen to the 30 minute webinar recording. Here are some of David’s main points.

Customer Insights 49

Customer Insights Net Promoter Score Metrics NPS 49