ClearAction

SEPTEMBER 3, 2018

First contact resolution (FCR) was groundbreaking in the realization that customers’ judgment of performance is the ideal orientation. However, we may still need to re-think customer care metrics in use today if we want to adopt the ideal customers’ judgment orientation.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. It was receiving feedback such as, ‘I’m not looking to be marketed to.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. It was receiving feedback such as, ‘I’m not looking to be marketed to.

Customer Experience 49

Customer Experience Video Sales ROI 49

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SuiteCX

MARCH 31, 2015

Common HR hiring policies. Coordinated Regional Centers of Excellence Combines decentralized and centralized. Cross functional team helps BU, geography, divisions, etc. thru training, support and education. Common data teams. Common metrics. Common definitions and metrics.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

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

Pointillist

AUGUST 26, 2019

Enterprise customer feedback management platforms are available from Medallia, Qualtrics, Clarabridge and others. And make sure that you’re capturing the exact time the response was provided and which customer provided it. To get the full picture, you also need to understand actual customer behavior.

NPS 79

NPS Strategy Net Promoter Score How To 79