Totango

MAY 28, 2021

The adoption phase is when your customer begins to integrate your product into their daily workflow. It’s important to engage your customers and help them utilize your product to its fullest abilities. Why does low user adoption occur, and what user adoption strategies can you use to combat it?

Strategy 81

Strategy Net Promoter Score Metrics Training 81

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

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

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Lumoa

APRIL 22, 2020

This means you don’t have enough actionable data to improve your Customer Experience (CX). On the other hand, maybe customers are sharing their thoughts and feelings with you, but you don’t know how to act on it! You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast. Neither situation is good.

B2B 208

B2B Survey Net Promoter Score Social Media 208

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. 5) Empower yourself.

ROI 54

ROI Feedback Survey Financial 54

Second to None

MARCH 14, 2018

To learn more about how to influence a more experiential business strategy, check out Brett Hyman’s piece published by Chief Marketer. The strategy worked so well that the pop-ups became permanent stores, and the brand’s recent $9 million funding round indicates investors believe in the continued success of its hands-on approach.

Strategy 54

Strategy ROI Social Media Return on Investment 54

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. At this level, you’re also working on developing a customer experience strategy. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

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

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

CSM Magazine

NOVEMBER 18, 2022

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience. . Eighty percent of consumers reported in a recent Salesforce survey that customer experience (CX) is as important to them as a company’s product or service.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

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

Wootric CX Blog

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

Analytics 81

Analytics Tips ROI NPS 81

SurveySensum

SEPTEMBER 30, 2019

A new study by PwC, titled “ Experience Is Everything ,” says a lot that there is also a quantifiable value in good customer experiences. Yes, we are talking about ROI here! Celebrate CX day: Lastly, show your customers that you care about their experience. Image Courtesy: PWC.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

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

ijgolding

JUNE 9, 2015

Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company. Ability to communicate the importance of customer experience and corresponding strategy.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. We’ve seen tremendous ROI from just 3 months of using TopBox.

B2B 40

B2B Feedback Case Study ROI 40

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Four Ways to Prove CX ROI (and Assets That Show You How). Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: Look no further!

ROI 260

ROI Customer Retention Infographics eBook 260

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

CX Journey

MAY 3, 2016

Listening to the voice of the customer (and, really, the voice of all of your constituencies ) will help you learn about customers' expectations and how well you're performing against them. Analyze the feedback and use it to make improvements. Set them free to do what they know they need to do for the customer.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Data is at the core of any customer experience strategy. How are they performing?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

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

Totango

JUNE 20, 2019

The onboarding process may not have adequately prepared your customer to incorporate each and every potential feature into their daily workflows. The training should demonstrate how specific features relate to your customer’s business goals. Ask your customer to tell you about their workflow.

Net Promoter Score 84

Net Promoter Score Metrics Customer Journeys Training 84

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing CEM Advertising Video 67

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

Totango

SEPTEMBER 10, 2019

Realizing the maximum potential customer lifetime value depends on your ability to continuously deliver value. Doing so requires a firm understanding of your customer and their business goals. With that knowledge in place, you can initiate a number of strategies to better deliver value. Optimize Customer Onboarding.

How To 72

How To Customer Journeys Customers Loyalty 72

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.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ERDM

JULY 24, 2017

Going beyond traditional focus groups has been a strategy for beauty company, Elizabeth Arden who looks to their “Arden Insiders,” insight community of more than 4,000 women, to inform the direction of innovation and critical product and design decisions. The feedback drives decisions on all aspects of creative and design.

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

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

Waypoint Group

SEPTEMBER 4, 2019

Dennis’s team had begun only a couple of months earlier employing a system of active listening through the use of surveys at key intervals in their relationship with customers. He related to Steve an experience he had had recently while working with customer team (not just the primary contact). It’s a disaster!”

Examples 40

Examples Net Promoter Score Feedback Survey 40

SurveySensum

MARCH 3, 2022

By listening to the CUSTOMER. – With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . How to close the feedback loop?

Tools 52

Tools Multi-Channel Analysis Analytics 52

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? 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

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. Customer Experience Patterns: Key #3 to Customer Experience for the Future.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Compare each account’s responses with other customers within the segment and get a true apples-to-apples benchmark for trends and outliers. Are you helping everyone within the account benefit or get ROI?

B2B 40

B2B Customer Experience B2C Analysis 40