CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Does this mean that customers are providing less feedback to organizations?

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Customer Bliss

AUGUST 9, 2018

Daniel and his team defined customer success for PTC within three pillars: ease of using the product, its value, and the delight they experienced working with PTC. Be Brave, Bring Customer Feedback to the Forefront. The leaders were shocked by some of the feedback and were motivated to transform the experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Waypoint Group

JULY 7, 2020

I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) The danger of the “Annual NPS Survey” process and how to do it right by listening across the customer lifecycle.

Video 52

Video Customer Engagement Engagement CRM 52

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Download the chart from this video. ? ? ?. Congratulations - that's fantastic!

Survey 71

Survey Customer Experience Customer Centricity Voice of Customer 71

Waypoint Group

SEPTEMBER 12, 2017

In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group.

ROI 20

ROI B2B Video Feedback 20

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Now, think about the authenticity of the feedback received by the company, do you think your feedback will be actionable for the? Please share any additional comments you have regarding our customer service.

Survey 52

Survey Net Promoter Score Effort Score Feedback 52

Beyond Philosophy

JUNE 16, 2022

Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Ignoring the Voice of Customer and the experience you deliver creates long-term vulnerabilities.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. 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.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

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

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. Prioritize Escalations and Cherish Feedback. Stay Close to Your Customers . These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. .

Tips 93

Tips Customer Experience Effort Score Loyalty 93

PeopleMetrics

FEBRUARY 25, 2022

At the day-to-day level, an effective CX management process allows you to tailor the experiences of your highest-impact customers, as well as to proactively reach out when any customer experiences a negative interaction. What is a customer feedback loop? Collecting customer feedback about that touchpoint.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

InMoment XI

SEPTEMBER 13, 2022

Foot Locker considers every possible opportunity for the customer to leave feedback. Saxey shares, “We’ve had success with video feedback, as it helps layer in the sentiment. Interestingly, we initially thought that our younger demographic would gravitate to video feedback.

Innovation 493

Innovation Sports Tips Video 493

SurveySparrow

JUNE 20, 2023

These alternatives offer a range of features to help you gather valuable feedback, increase response rates, and strengthen customer loyalty. SurveySparrow It is an innovative feedback tool designed to enhance the survey experience for both businesses and respondents. Let’s dive right in! Why look for alternatives?

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

Waypoint Group

AUGUST 30, 2017

I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ and critical complements to one another (i.e: B2B roles/persona for “users” vs. “buying committee”) Why voice-of-customer (VoC (..)

B2B 40

B2B Voice of Customer Video Groups 40

PeopleMetrics

MARCH 25, 2022

Some CABs meet regularly to hold in-person meetings, but modern survey and customer experience software has made it possible to manage large CABs fully remotely. This approach requires less commitment from busy members and can yield extremely helpful continuous feedback. What kinds of businesses create customer advisory boards?

Roadmap 118

Roadmap Feedback B2B Survey 118

CSM Magazine

NOVEMBER 18, 2022

Start by listening to the voices of your customers. Establish a Voice of Customer (VoC) program or improve the one you have. Voice of customer (VoC) means that an organization listens to its customers’ feedback across experiences to understand and then address their needs. What is VoC?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Second to None

MARCH 30, 2018

He proudly showed me one of the company’s latest ads—a clever video that had accrued tens of thousands of views and hundreds of comments. This brand probably spent a lot of money making that video. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Final thoughts.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. The 40 Lessons That Turn Customer Feedback into Gold.

Marketing 67

Marketing CEM Advertising Video 67

Waypoint Group

JUNE 8, 2021

Want to learn how Github, with over 50Million customers, “thinks different” about Journey Mapping to optimize the Customer Experience? Watch this ~90 second clip from the end of the interview with Barnali Chatterjee (Bonnie), VP of Customer Experience for Github. Full 30-minute video is here.

Customer Journeys 40

Customer Journeys B2B ROI Video 40

Alida

SEPTEMBER 14, 2018

IValerie Brock, senior research manager of customer advocacy, has become an important guardian of customer relationships in this company. VMware’s core audience of IT professionals are often hard to reach, but by authentically engaging them, Valerie and her team gets ongoing feedback.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

Waypoint Group

APRIL 22, 2016

It just so happens we have that very tool ready for those who want better survey results or maybe embarking on customer feedback and voice-of-customer programs for the first time. Download this checklist that maps out all the activities your team needs to execute a true voice-of-customer program.

Survey 40

Survey Voice of Customer B2B Video 40

Totango

OCTOBER 3, 2019

Customers have more choices than ever, so it’s critical that you take a customer-centered approach and offer personalized customer engagement. The Importance of Personalized Customer Engagement . Imagine your business contracts with a video conferencing company so you can stay connected with customers.

Customer Engagement 68

Customer Engagement Engagement Software Communication 68

OpinionLab

AUGUST 12, 2016

This can lead to an overwhelming amount of videos to consume, even for a large team. And while these tools provide their own means for filtering and segmenting session replay videos, they don’t give you the option to drill-down based on specific customer feedback you receive. This one makes too much sense. To conclude.

Metrics 60

Metrics Video Feedback Tools 60

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

Thematic

MARCH 13, 2023

He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. Qualtrics, like Thematic, make Voice of Customer software. Malala Yousafzai talked about how her father gave her a voice by letting her sit at the table from the age of eight.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. When your customer success efforts deliver customer satisfaction, they need a platform to shout it to their peers.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Second to None

AUGUST 2, 2018

One illustrative example of the power of these viral videos occurred at Starbucks. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Our solutions are developed on the basis of solid research and statistical science.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Daniel Group

OCTOBER 23, 2020

In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. And that voice of customer, lastly, is paramount. Transcript. Lynn Daniel (00:02): Good afternoon, everyone. And whatever we can do to capture more of that.

Net Promoter Score 64

Net Promoter Score Sales Groups Voice of Customer 64

OpinionLab

MARCH 9, 2017

One of the most sought after holiday items was Nintendo’s NES Classic Edition – a miniature version of Nintendo’s original video game console. They view every decision they make through their customers’ eyes and listen to their customers. What leading organizations have in common is their commitment to engaging with customers.

Omni-Channel 83

Omni-Channel Customer Centricity Strategy Retail 83

Second to None

APRIL 18, 2019

They also get the opportunity to interact with their followers, receiving feedback through comments and messages. This is especially true for the influencers who communicate through video, such as Youtube stars. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

MARCH 14, 2018

How does your interactive experience encourage better customer relationships, and how do those relationships extend beyond the event? Promote videos and fan-made content from the event. Customers have good ideas, but very few send cold emails to companies that express how they feel. Capture and measure better data.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Second to None

MARCH 27, 2018

Brands that stock and sell products like alcohol, tobacco or mature video games have a responsibility to their community to ensure that they are training employees to adhere to federal and local regulations. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Leadership 63

Leadership Culture Brands Customer Centricity 63

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels.

ROI 54

ROI Feedback Survey Financial 54

Waypoint Group

MARCH 31, 2015

To help with servicing low-touch customers who make up a large portion of the customer base, Revinate introduced video tutorials and in-depth walk-throughs for onboarding and eventually when launching new features. So how do you know where to focus enhancements for the customer journey? What questions to ask?

B2B 40

B2B eBook Tips Groups 40

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 182

Survey Social Media Contact Center Call Recording 182