Waypoint Group

JULY 18, 2018

Using these comments, both good (promotors) and bad (detractors), can prove to be extremely vital feedback to your product team. Recently, I completed a CS Automation implementation for a SaaS eCommerce company. They had no Voice of Customer programs, so that gave us an opportunity to start with the basics.

NPS 40

NPS Feedback Effort Score Leadership 40

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Second to None

APRIL 17, 2018

Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

Second to None

APRIL 3, 2018

In the past, convenience was offered via rapid speed of service and enhanced drive-thru technologies, but now this value is being taken care of via eCommerce channels. 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Integrate insights from customers into decision-making. Reduce customer churn. Celebrate your team with complimenting feedback.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

Metrics 26

Metrics e-support Culture Customer Centricity 26

Second to None

SEPTEMBER 20, 2018

The reality is, if you want to be an digital leader, you cannot ignore the relationship between mobile device use and eCommerce optimization. The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience. In 2018, all eCommerce platforms provide responsive templates. Let’s dive in.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Customers end up knowing that. Thank your customers.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

OpinionLab

NOVEMBER 30, 2016

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. In amongst all the madness, there were some valuable lessons.

Ecommerce 60

Ecommerce Retail Omni-Channel Voice of Customer 60

OpinionLab

NOVEMBER 30, 2016

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. In amongst all the madness, there were some valuable lessons.

Ecommerce 60

Ecommerce Retail Omni-Channel Voice of Customer 60

ProProfs Chat

NOVEMBER 26, 2021

We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Hence, via VoC programs, you can understand the needs and aspirations of your customers, fulfill them in time, and make them buy from your brand consistently.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Oracle

JANUARY 30, 2020

The knowledge to support a consumer was duplicated on both our knowledge system and ecommerce platform, and as you know, the email and phone channels are very costly for a business. How are you using voice of customer, or feedback, in your service approach? Those are some of the main reasons we did the telephony piece.

Contact Center 40

Contact Center Omni-Channel How To Social Media 40