CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Nate Brown is the Co-founder of CX Accelerator.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Customer Guru

MARCH 27, 2018

Use a metric such as Net Promoter® scale as a measure of customer experience because it is simple, standardised, and actionable. Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. All they need to do is: Measure, Monitor, and Manage.

Customer Experience 114

Customer Experience Exercises Measurement Tips 114

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. To better connect Product and Customer Success, Amanda’s team created a Slack channel where both functions post their requests.

Customer Success 59

Customer Success Company Management Roadmap 59

Customer Guru

JANUARY 30, 2018

Owing to his expertise in Marketing Management, he has successfully planned and executed customer acquisition strategies and developed larger funnels for opportunity conversion into the business. It is the voice of the customer that gets absorbed by the team and then delivered to us.

Brands 95

Brands Customer Experience Marketing Entertainment 95

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

Think Customers

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 59

B2B Sales CRM Video 59

Second to None

FEBRUARY 22, 2019

Having employees place themselves the shoes of the customer can be an effective exercise to identify common feelings that people may experience when navigating your program. Additionally, anticipating factors that may elicit positive emotions will lead to a more satisfied and loyal customer.

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

Second to None

MARCH 7, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 7, 2018: “Is your sales team failing to hit your company’s monthly and annual sales goals despite carefully planned forecasts and team-building exercises? Limit your customer segments to an easy-to-manage number.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. There is much more.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Waypoint Group

MARCH 27, 2019

Having achieved steady improvement in customer engagement and sentiment with the same accounts and contacts over time (longitudinal trending), they wanted to leverage TopBox to predict future growth for better financial management: What rate of growth could they expect from the existing customer base? And by how much?

NPS 40

NPS Financial B2B Exercises 40

Waypoint Group

MAY 23, 2018

But a good sales manager never waits until the end of the quarter to find out if the team is being successful: They’ll measure percentage of deals (or quota) in each phase of the sales stages and ensure there are well-defined exit criteria before moving to the next phase. Your process as a Customer Success leader should be similar.

Measurement 40

Measurement Customer Success Metrics B2B 40

SmartKarrot

APRIL 18, 2022

And if you manage to create impressive software then not necessarily all features that you develop in it add value to customers leading to something we popularly refer to as ‘feature bloating’ in software parlance. There are many methods to capture the voice of the customer. Listening to users.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Waypoint Group

MAY 18, 2016

This reaction is rather due to its overwhelming use, respondents are able to recognize that they have been sent this pro forma and most importantly are unconvinced that their feedback is going to be used for anything other than a ‘box ticking’ exercise. Only then can you stem the flow. Harness your coalition.

Company 40

Company Customer Experience Survey B2B 40

Think Customers

FEBRUARY 25, 2021

Claudine Vieten : It started with I went on the website VAMS to try to register and that was a pure exercise in frustration. I can manage a computer, I do own a computer, but it was so ridiculous. Claudine Vieten, a retiree in Connecticut, found the online portal, an overall process to be a bit complicated.

Hospitality 52

Hospitality Healthcare System Groups 52

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Talkdesk

MAY 23, 2019

I was huge fan of exercising quality and consistency in the public context of Twitter and Facebook. But, what I do think that is important, is that the disciplines that they brought to us, such as mapping, such as service design, such as voice of customer, which I think covered a lot of what CX attempts to do.

Contact Center 44

Contact Center Consulting Groups Brands 44

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Waypoint Group

JUNE 3, 2022

Where Sales needs to develop relationships, articulate clear and compelling value props, and gain insight through expert discovery, Customer Success Managers/Account Managers aim to lead their accounts through a smooth experience that provides the customers desired outcomes. . Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

JUNE 3, 2022

Where Sales needs to develop relationships, articulate clear and compelling value props, and gain insight through expert discovery, Customer Success Managers/Account Managers aim to lead their accounts through a smooth experience that provides the customers desired outcomes. . Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Policies 40

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Pink Guava

OCTOBER 31, 2018

You can click here to read it again [link] The intent of this blog is to address the first section i.e. a simple DIY (Do it Yourself) process for “Writing your own Customer Success Story” through an impeccable Customer Experience Management Program. The leadership is committed to the effort and driving this effort from front.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Thematic

SEPTEMBER 22, 2021

Using your existing qualitative feedback As it becomes easier for customers to engage across a range of different channels, companies are gathering increasingly large amounts of both solicited and unsolicited qualitative feedback. You may find the interface the software offers easier for managing codes than a spreadsheet.

Analysis 111

Analysis Data Feedback Analytics 111

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48