CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. To compete effectively, it takes full alignment between CX, EX, User Experience (UX), Data, IT, Marketing, and Systems.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

SuiteCX

JANUARY 29, 2021

A voice of customer program had been set up, and some relationship and transactional surveys were underway. Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. Some CX teams own the VOC work, but in our case, that team sat in marketing. Who do you bring in?

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

ECXO

MARCH 21, 2023

By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth.

B2B 98

B2B Customer Experience Roadmap Culture 98

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Think Customers

NOVEMBER 16, 2022

After years of immense growth, there are signs of economic headwinds across industries , with higher interest rates, stock market declines, pandemic challenges, labor shortages, global political instability, and more. Do: Give customers a reason to stay (and grow) with you. Do provide channels customers prefer.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

CX Journey

JULY 10, 2014

Transform your data into insights to transform the customer experience into one that will delight your customers. big data customer experience data voice of customer' Without big data, you are blind and deaf and in the middle of a freeway. Geoffrey Moore.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Second to None

APRIL 11, 2018

Customer experience requires a difficult, ongoing, organizational-wide change to fully meet the demands of customers beyond traditional programs like lead generation and outbound marketing. Ties Between Employee and Customer Experience. He sees a lot of focus on automating customer service.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Envision Yourself as a Customer and Take the Journey.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Second to None

MARCH 8, 2019

To achieve this, you must take preventative measures and perform consistent gut checks to ensure that the needs of your employees are being met. A study by Social Market Foundation reported that happy employees are up to 20 percent more productive than unhappy employees. [1] in its market value.

Study 48

Study Financial Customer Centricity Employee Experience 48

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Customer Bliss

JUNE 22, 2018

So, here’s what’s going on; in all of these business disciplines, customer experience included, as we get more and more deeply into it, it becomes more about the mechanics. Voice of customer, survey, journey mapping, etc. Voice of customer, survey, journey mapping, etc. Lyanne Alfaro: Alright.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Think Customers

DECEMBER 13, 2021

Step #5: Orchestrate improved customer and employee experiences Once your transformation strategy is defined and you have full buy-in across your organization, you can begin to implement the changes you’ve prepared for, starting with the first point on your roadmap.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

delighted

JUNE 21, 2019

According to the same study, a strong customer experience garners “up to a 16% price premium on products and services, plus increased loyalty.”. And it’s not just short-term revenue and market share you’ll lose if you fall behind on customer experience. By listening to the Voice of the Customer (VoC).

Feedback 53

Feedback Net Promoter Score Effort Score Survey 53

Wootric CX Blog

FEBRUARY 14, 2019

Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. He has had a rewarding career as both a thought and people leader.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Thematic

MARCH 13, 2023

But by the 10th time, I was annoyed that they are pushing this new product to me even though there are much more mature products in the market. For me, the product launches themselves were interesting, even if it was hard to know what was marketing and what was real. Qualtrics, like Thematic, make Voice of Customer software.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Qualtrics

APRIL 26, 2021

His experience spans consumer financial services, healthcare insurance, and FinTech with expertise in operations, marketing, technology, analytics, customer experience , and strategy. We needed a world-class Voice of Customer (VOC) platform,” Steve said.

Healthcare 26

Healthcare Hospitality Consumers Financial 26

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

DECEMBER 19, 2018

(Keep in mind that you can also create an employee advisory board to get feedback from your employees.) What is a customer advisory board? Clearly, there are a lot of benefits to setting up and managing a customer advisory board - from listening to networking and relationship building. According to Wikipedia.

Meeting 90

Meeting Metrics Trends Customers 90

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Wootric CX Blog

MARCH 9, 2021

Maybe your priority is to optimize your software product or to improve the support experience. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve user experience for product led growth and loyalty. Have your goal set?

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Qualtrics

FEBRUARY 20, 2019

I facilitated sessions where employees at every level discussed their work environments with executives in the room. I would help senior leaders make immediate decisions to change work rules that were impeding employees’ efforts. My time at GE taught me the importance of linking employee experience and customer experience.

Groups 30

Groups B2B CRM Culture 30

Wootric CX Blog

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

Trends 45

Trends Customer Experience Management Net Promoter Score Customer Experience 45