Russel Lolacher

MARCH 29, 2021

Make sure to monitor and improve the customer experience. Using the SMS data to improve products/service – look at the feedback and trends acquired through this voice of customer channel. This is a valuable resource to learn about your customer, what they want and how they want to use your product or service.

Self Service 52

Self Service Engagement Banking Comparison 52

PeopleMetrics

FEBRUARY 21, 2018

A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program.

Marketing 67

Marketing CEM Advertising Video 67

Customer Interactions

JULY 7, 2015

Don Peppers, co-founder of the Peppers & Rogers Group, recently blogged on LinkedIn about Non-Invasive Voice-of-Customer Feedback, in which he voiced concerns over how surveying customers directly can contaminate results.

Hotels 28

Hotels Voice of Customer Groups Survey 28

Customer Guru

JANUARY 30, 2018

It is the voice of the customer that gets absorbed by the team and then delivered to us. How would you want to capture the voice of customer effectively? How do you ensure that the Operations team also keeps its processes updated to deliver the experience according to the changing needs of the customer?

Brands 95

Brands Customer Experience Marketing Entertainment 95

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Thematic

MARCH 13, 2023

He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. There are no other options, other than doing some work in the hallway or taking a rest in the hotel room. Qualtrics, like Thematic, make Voice of Customer software.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Clarabridge

MAY 2, 2017

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Qualtrics

NOVEMBER 6, 2019

From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be. You’re on vacation, it’s time to check out from your hotel and you realize you’ve lost your credit card. You call Mastercard of course.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Customer Guru

JANUARY 16, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. Is there an instance you recall where a good customer experience was able to mitigate a situation that could have otherwise resulted in a disaster? There are a couple of such instances.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Qualtrics

JANUARY 22, 2019

I think it’s really moving to hear at AmEx about what that customer culture means -we don’t get it right all the time, that’s for sure. On bringing that voice of customer to life for all employees: We did little things like for our customer service, we built four London landing style phone booths.

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Mike Wittenstein.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Alignment

MAY 11, 2017

It used to be nice to get the odd survey or comment card and feel you had the opportunity to give feedback on your favourite brands. Now every time you go anywhere or purchase anything, whether it’s your car service, your online sofa order, your hotel stay or even just your cup of coffee, you get asked for your feedback.

Feedback 40

Feedback Survey How To Hotels 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Mike Wittenstein.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

CEM 61

CEM How To Hotels NPS 61

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132