Make Your Voice of Customer Program Actionable


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 & why to restart your Voice of Customer program


In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? What is Voice of Customer (VOC)?

Free your mind: Voice of Customer


A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The true power of VOC is action.

[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. Customers today want more than a transactional service; they expect a meaningful interaction with a brand.

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted


Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Think about CX of the Future.

Customer Surveys Are as Important as Ever!

CX Journey

Image courtesy of m kasahara I originally wrote today's post for Clicktools. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The bad news is, they’re often doing nothing with the feedback.

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Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

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How Can Your Retail Brand Compete Against Amazon?

Second to None

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally


A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).

Third-Party Retail Case Study: Paint Products

Second to None

Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. However, even though there is a disconnect between your organization and the way that your product is displayed, from a customer’s perspective, the crux of responsibility falls on the individual brand, not the store that is hosting the product.

Understanding The Relationship Between Brick-And-Mortar and eCommerce Retail

Second to None

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case.

Third-Party Retail: The Value of Monitoring How Your Product Is Being Sold

Second to None

For many brands, the majority of their income is based around the ability to sell their product within another organization’s brick-and-mortar store. This is an extremely competitive field, because the third-party brands that stock these products are not going to do your brand any favors in terms of the shelving, displays and sales of your product, because they simply want ship out as many different products as possible.

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign


After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website. It’s the realization of months of iterative discovery, creation and testing. The value of direct feedback to your website redesign.

7 crucial CX lessons from the Cyber 5 weekend


The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. More people – almost two-thirds of the adult population – bought something this weekend than didn’t. So make it easy for them: you will win or lose on your customer experience.

Why Messenger is the best VOC Solution for Brick-and-Mortar Businesses


You know customer feedback is essential to running your retail chain, restaurant group or similar multi-location business. You know that once a customer has left the premises dissatisfied, the chances of them returning are slim to none. That’s why you invest in mystery shoppers and have probably tried in-store machines or online surveys to try to get feedback straight from your customers’ mouths.

Two reasons to analyze what customers say – just not what they do


In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can provide equal or better insights than feedback from customers. Blog customer experience customer loyalty CX digital feedback VOC voice of customer

Since when did CX become a “Game of Thrones”?


You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. Which Game of Thrones character does this remind you of?

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7 crucial CX lessons from the Cyber 5 weekend


The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. It represents a great opportunity for retailers and ecommerce businesses to generate serious money. More people – almost two-thirds of the adult population – bought something this weekend than didn’t. So make it easy for them: you will win or lose on your customer experience.

Is your omnichannel strategy customer-centric or self-centric?


By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one. They build their strategy around internal interests like targeted marketing or reducing contact center costs, and fail to consider the customer perspective.

How To Implement A Mystery Shopping Program For A Franchise Model

Second to None

The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace. One of the most successful retail brick-and-mortar methods is the franchise model, because it allows customers across vast geographic maps to experience your brand and ideally become an ambassador.

How To Consistently Create Loyal Customers

Second to None

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. 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.

Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers. Our solutions are developed on the basis of solid research and statistical science.

What Your Brand Can Learn From Sephora’s Updated CX Platform

Second to None

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach. As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. The decision was a sign of the times, said Laughton.

Customer mobile expectations drive CX scores downwards


The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).

Five Trends Impacting Customer Experience Platforms

Second to None

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire. Customer Experience Isn’t Easy.

People Are What Drives Your Brand Experience: Who Is Representing Your Brand?

Second to None

Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action.

Voice of the Customer (VoC): Customer feedback for a future-proof business


Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S.

Mystery Shopping is Valuable For All Brands, Not Just Restaurants and Retail

Second to None

Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. It is important that your leadership team is expertly aware of how employees are performing within these individual instances. These moments take place every day, online , on-the-phone or in-store , and each individual instance shapes the overall perception that consumers have of your brand.

Why a VOC program is vital to your B2B business – by Kimberly Holbrook


In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount.

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10 Customer Experience Best Practices for all B2B Sales Teams


In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. Make Customer Experience a Priority . Define the Ideal Customer Experience . Interact With Customers in Real Time .

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Customer Experience Strategy: An A to Z Glossary


Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.

A to Z Guide to Customer Experience Definitions and Terms


Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

5 ways to prepare for a new era of Customer Experience


If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

CX Experts We Love

Wootric CX Blog

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch.