Make Your Voice of Customer Program Actionable

Pointillist

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

Thematic

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)?

How To Drive Action With Your Voice of Customer Program

Chattermill

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. Voice of Customer. Nurture a Customer-Centric Culture.

How To Drive Action With Your Voice of Customer Program

Chattermill

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. Voice of Customer. Nurture a Customer-Centric Culture.

Four tips to improve customer experience with digital feedback

OpinionLab

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. For this to be the case, there are a handful of absolutely critical strategies you should be following. Let your customers be your guide.

Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps.

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience.

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

OpinionLab

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 ).

Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

The Most Important Rule of Journey Mapping

CX Journey

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?

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10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. What a waste of everyone's time.

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. What a waste of everyone's time.

3 huge future customer journey mapping trends you need to know about

OpinionLab

Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. Do not) focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like.

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.

How To 141

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps?

Surveys Don't Sell!

CX Journey

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? Especially from someone who admits that she is not market research savvy, as the author of that article did.

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Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

B2B 68

Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. Both large viral moments and small instances of brand betrayal can quickly erode the goodwill your organization has established, impacting the overall perception of your brand in the marketplace.

Transforming the Customer Experience with Big Data

CX Journey

Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs.

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3 Steps to Feedback Analysis That Drives Action in B2B

Waypoint Group

This post was originally written for Shep Hyken’s Customer Service blog. In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to end up with a single “neutral” customer? Metrics News Voice of Customer (VoC

Are Your Call-Center Employees Providing Service That Reduces Customer Effort?

Second to None

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

CEM 79

Four reasons collaboration on VoC improves CX

OpinionLab

Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches. Your customers are coming at you from all angles – be this at one of your locations or online from a plethora of devices. Of course, your customers don’t care about any of this.

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify). 3: Does it provide context around the customer’s experience.

3 huge future customer journey mapping trends you need to know about

OpinionLab

Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. Do not) focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like.

What to Look For in Your Customer Feedback System

ReviewTrackers

Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. Defining customer feedback. Technology has expanded the ways in which feedback is generated, captured, and collected.

How to create best-in-class customer journey maps

OpinionLab

Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. In fact, 63% of CX professionals map their customer experience according to recent Forrester research. Clearly, getting a handle on customer behaviors, motivations and goals across all touch points — both digital and physical — is key. Develop a customer research protocol.

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. 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. Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. The decision was a sign of the times, said Laughton.

Has Your Brand Adopted The NPS Philosophy?

Second to None

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? Whether it takes place in-person , online or over the phone , consumer recommendations have been proven to be one of the strongest methods of convincing new customers to try out your brand. Knowing this information is vital to success for any kind of organization.

Is NPS Right For Your B2B Company?

Waypoint Group

I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. NPS can be quite controversial.

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

delighted

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.

How To Ensure a Successful Grocery Delivery and In-Store Pick-Up Program

Second to None

As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. Typically thought of as exclusively a brick-and-mortar industry, novel technologies have penetrated supermarkets to the point where most brands are making significant changes to their Customer Experience programs. When consumers had the choice of either, they selected delivery 74% of the time.[1]

Understand And Deliver The Value Your B2B Customers Want

Second to None

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. However, it can be more challenging to understand the unique value that your customer segment desires because these groups can be much more specialized compared to regular Customer Experience initiatives. Otherwise, they may find themselves stuck on the wrong side of the purchasing decision.

B2B 49

Start Selling To Your Existing Customers

Second to None

Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. It is significantly cheaper to invest in customer retention than acquisition, but without great service throughout the customer journey, it will be challenging to sway customers to keep on coming back. on April 2, 2018: “ Customer acquisition is an ongoing challenge.

Great digital VoC – like great CX – starts with great questions

OpinionLab

Do your digital VoC strategies uncover highly actionable nuggets of information? If not, it could well be because you’re asking your customers the wrong questions. As a CX professional, do you know what the primary objective of your business is? What do you think of tool X?”.