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)?

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


Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty.

Why Only 15% of Voice of Customer Programs are “Very Successful”


Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights. Voice of Customer

Create An Experientially-Influenced Business Strategy

Second to None

Providing value to customers beyond the product or service you are selling is important to establishing a leading Customer Experience platform. By converting these channels into experiential destinations, you are proving to your customers that your relationship goes beyond simply being transactional. However, proving the return on investment of experiential isn’t as cut and dried as tracking the click-through rates of your online ads.

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An Article On Customer Experience That Actually Makes Sense


If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . What is customer experience? 73% of U.S.

Confirmit VoC for Business to Consumer eBook


For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

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Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals


If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). Over the years I have had the pleasure of meeting and working with a large number of CXPs. A customer-centric organisation.

Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall 

Vision Critical

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

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How to Improve NPS: 7 Proven CX Strategies


By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. If you’re not already measuring NPS, a variety of tools are available.

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Achieving customer experience excellence at seven critical life cycle points


Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

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