OpinionLab
MARCH 12, 2015
When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Empower your store managers, hotel managers, etc.
ShepHyken
FEBRUARY 22, 2019
I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. Many people choose to stay at DoubleTree Hotels simply because of the warm delicious chocolate chip cookie they receive at check-in. Think about that example for a moment.
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Innovative CX
APRIL 1, 2021
A global hotel chain agent can’t cancel a reservation due to a major weather event causing thousands of flight cancellations because it’s less than 24 hours until check-in. Instead, the agent must contact hotel directly and ask permission while the customer waits on the phone. We apologize for any inconvenience.”
CX Journey
SEPTEMBER 16, 2014
companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. customer experience online reviews reputation voice of customer' With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.),
CX Journey
NOVEMBER 6, 2014
No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.
PeopleMetrics
FEBRUARY 21, 2018
A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program.
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?
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