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

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Blake: She’s a self-described “customer experience futurist”, keynote speaker, author of More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences , and host of The Modern Customer Podcast. Bruce Temkin. To reduce churn? Optimize their product or service?

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CSM Magazine

DECEMBER 14, 2017

Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with an eye toward improving processes that impact customers. Allianz uses sophisticated tools to measure and track customer experience.

Customer Experience 40

Customer Experience Social Media Voice of Customer Groups 40

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. Prior to going freelance, Hilary worked for Stylecaster, Lucky magazine (RIP), Styleite (ditto), and Harper’s Bazaar.

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. Prior to going freelance, Hilary worked for Stylecaster, Lucky magazine (RIP), Styleite (ditto), and Harper’s Bazaar.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

APRIL 25, 2016

Dayton, is responsible for designing, deploying, measuring, and governing the CA customer experience (CX) strategy through a global field network of customer success managers, voice of customer programs, and business analytics team. The Customer Success Magazine. CA Technologies Blog. Don MacLennan.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

CSM Magazine

AUGUST 22, 2019

With horizontal tracks and vertical themes, designed in collaboration with the executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Second to None

OCTOBER 25, 2018

If your brand is not prepared to compete, online customers will jump to whatever brand is making it easiest to receive a pizza, regardless of the quality of the pie itself. The first step to a great digital customer experience is ensuring that your site is optimized functionally and aesthetically across different devices.

Brands 63

Brands Measurement Customer Centricity Voice of Customer 63

CX Ahead

MAY 7, 2021

CSAT may not be the same depending on whether it is you, me, or one of the many vendors in the Voice of Customer (VoC) category describing it. This article was originally published on CX Magazine. The simplicity and consistency of measure are what makes NPS so powerful. Indeed, neither CSAT nor CES can boast this consistency.

NPS 52

NPS Effort Score Customer Satisfaction Measurement 52

SurveySparrow

MARCH 21, 2023

What’s their biggest pull according to their customers? Find out where your customers usually lurk. Which industry magazines do they follow? Use Voice of Customer data to improve your business operations continuously. What are their favorite types of content? Which social media sites are they active on?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

CSM Magazine

FEBRUARY 25, 2021

But it goes further than this – from workforce management to compliance, security, and fraud solutions, voice of customer and customer experience management platforms to knowledge management tools.

Engagement 52

Engagement Self Service Competitive Advantage Social Media 52

CSM Magazine

JUNE 21, 2019

What was once a passing buzz phrase, Voice of Customer (VoC) is now front of mind for all customer service, experience and operations leaders. But how do we capture, sort and display customer data? And how can you build voice of customer analytics and effectively close the feedback loop?

Feedback 40

Feedback Data Customer Experience Airlines 40