Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Why are so many customer feedback programs so inefficient? The most common cause?

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward.

ROI 48

ROI Effort Score Customer Journeys B2B 48

SurveySparrow

FEBRUARY 22, 2023

As we journey through the magical world of business, it is crucial to heed the voices of those for whom we craft our potions and cast our spells – the customers. In plain English: You’re here because you value user research and customer feedback as much as we do, and that’s why you’re looking for Qualaroo alternatives.

ROI 52

ROI Analysis Feedback Study 52

Thematic

MAY 19, 2022

Effective product operations managers accelerate feedback loops, increase operational and decision efficiencies, and improve feature adoption. Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. What is a Voice of Customer (VOC) program?

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. Give Product thematic feedback, not anecdotes.

Customer Success 59

Customer Success Company Management Roadmap 59

CX Journey

NOVEMBER 28, 2014

Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. Clearly outline your program plans, and state the anticipated or target ROI. Sarah Simon is a career insights professional with 16 years of experience in the feedback industry.

Fashion 158

Fashion Customer Journeys Voice of Customer Course 158

Second to None

APRIL 4, 2018

Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them. Because this is easier said than done, organizations should be searching for any advantages that are present.

How To 54

How To Retail Effort Score Voice of Customer 54

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. But if they’ve never worked in the customer satisfaction space, you may buying appearance over substance.

Net Promoter Score 48

Net Promoter Score Feedback ROI Survey 48

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. A vendor can also assist with an ROI model that helps justify your CX budget. Sarah Simon is a career insights professional with 16 years of experience in the feedback industry.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Compelling Action.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. 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.), The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SuiteCX

MARCH 31, 2015

It should include the following main areas of focus:   Defining the holistic governance process This is the key in enabling monitoring and reconciliation all of the incoming CEM data from all of its sources and consumers that are presented in a map.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Lumoa

JANUARY 11, 2022

Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. Analyze feedback in more than 60+ languages.

NPS 259

NPS Software Net Promoter Score Survey 259

ERDM

JANUARY 22, 2019

The chat agent can tell many things about the customer by simply observing the colour of the avatar, what badges it is wearing, its position in the mock store and even its facial expression. If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

The chat agent can tell many things about the customer by simply observing the colour of the avatar, what badges it is wearing, its position in the mock store and even its facial expression. If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented.

Customer Experience 49

Customer Experience Video Sales ROI 49

Hello Customer

OCTOBER 13, 2021

Churn and Retention rates, CSAT and NPS scores, product reviews, website behaviors and customer support data etc., But unless you know exactly what to do with any of this feedback, e.g., support sales and marketing teams, empower employees to better engage customers, streamline processes, remove service frictions etc.,

Examples 98

Examples Survey Customer Journeys eBook 98

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

ProProfs Chat

NOVEMBER 26, 2021

In this post, we will present all essential aspects of the VoC surveys – right from their importance to essential tips. We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Minimize negative feedback.

Examples 52

Examples Survey Net Promoter Score Social Media 52

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? But at the same time, it is like the real ROI gain as well. It is just a great visual reminder of ‘you are the voice of the customer’.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

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