CX Journey

DECEMBER 9, 2014

By now, you know the Gartner statistic: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. Closing the loop with customers is one of the first steps in operationalizing your VoC efforts.

Airlines 173

Airlines Travel Voice of Customer Feedback 173

inmoment

MARCH 12, 2020

Additionally, with business travel shrinking daily, Uber and Lyft drivers are likely to see their income cut, too. Customers are going to continue to consume products and services, so don’t turn off your listening programs. Instead, they should focus on the medium-term, long-term, and lifetime value of their customers.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Customer Bliss

NOVEMBER 23, 2018

Lastly, Eric leaves us with this great piece of advice — when you’re doing this work, you need to be passionate and you need to build your internal network so that you have people that you trust to give you the right feedback and guidance. CX Click To Tweet. About Eric Smuda. Thanks so much to Customervillle ! Enjoy the show!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

JULY 25, 2019

So what exactly is customer effort and why is it important? Customer effort is a measure of how easy it is for your customer to travel through the customer journey. Location is a major determinator of the obstacles that your customers face. Use your Strengths.

Innovation 80

Innovation Effort Score Travel Transportation 80

Customer Bliss

APRIL 24, 2018

When she was ready to assess the work to be done in her role, Amanda did the following: Looked at all VoC and customer listening systems to know what the customers were saying. It was important to understand parter feedback and what work was and wasn’t successful. . Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

Survey 52

Survey Travel Feedback Study 52

Waypoint Group

APRIL 21, 2015

Those who wish to become accredited can go through Customer Success University on Monday, May 11, and CS teams who would like hands-on applications and templates for enhancing voice of customer feedback can do so in our workshop on Thursday, May 14. Traveling with colleagues? Bring them too!

Customer Success 40

Customer Success Conference Fashion Voice of Customer 40

OpinionLab

JUNE 17, 2016

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.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Customer Guru

JANUARY 16, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. Is there an instance you recall where a good customer experience was able to mitigate a situation that could have otherwise resulted in a disaster? There are a couple of such instances.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

MARCH 15, 2021

Partner with marketing to develop content and materials to increase customer adoption of UserGems (for example: playbooks, templates, customer stories). Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales.

Customer Success 10

Customer Success Travel ROI Software 10

Totango

OCTOBER 10, 2019

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. As such, making the most of customer experience feedback is critical to your enterprise’s success. What is Customer Experience Feedback?

Feedback 63

Feedback Customer Experience How To Metrics 63

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

OpinionLab

AUGUST 17, 2017

The value of direct feedback to your website redesign. Direct feedback from your digital consumers can be gleaned through a variety of channels. But the most effective during a website redesign is a pervasive path for consumer-initiated feedback from within the digital experience. Direct feedback can spur real business impact.

Contact Center 74

Contact Center How To Feedback Consumers 74

CX Journey

DECEMBER 19, 2018

There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to go, but you can get feedback in a variety of other ways, as well. One of my favorite approaches is via a customer advisory board. What is a customer advisory board? According to Wikipedia.

Meeting 90

Meeting Metrics Trends Feedback 90

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Mr. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Mr. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132