InMoment XI

SEPTEMBER 13, 2022

According to Saxey, the term “modern athlete” encompasses every athlete at any age, stage, and sport. These athletes are bringing their “A” game to their sport (whether that’s on the field, in their home, or at the gym). And that means giving customers the most varied and innovative opportunities to leave feedback.

Innovation 493

Innovation Sports Tips Video 493

Solvvy

JULY 10, 2018

One of the first steps in transforming into a customer-first company is to lean into customer support, the team that holds the treasure trove of knowledge about your customers and embed them with the sales, marketing and product teams. Listening to the Voice of Customers. We’ve all heard it before: Silos are bad.

Sports 48

Sports Case Study Roadmap Voice of Customer 48

OpinionLab

MAY 4, 2017

Analyzing actions without truly understanding the “why” behind them can, in many cases, lead to an incomplete or even inaccurate view of customers’ needs and desires. Consider a sports example, known for highly emotional fan behavior.

Sports 79

Sports Apparel Omni-Channel Rewards Programs 79

CX Journey

DECEMBER 11, 2014

Before a B2B company actually bases any decisions and actions on overall Recommend scores, there are so many other insights lurking in the background that are indicators of how strong customer relationships really are and whether there should be concern over churn rates. B2B metrics voice of customer'

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

ClearAction

JANUARY 6, 2021

The main points are to contrast customers’ expectations versus their perceptions, whether pictorially, textually, by video, or any other format — and then, most importantly, to sustain resolution of key issues for the benefit of your whole customer base. 16) Start recognizing teams for prevention of customer issues.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Think Customers

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. But what’s the best way to develop diehard fans?

Omni-Channel 52

Omni-Channel Sales Rewards Programs Effort Score 52

Lumoa

OCTOBER 31, 2018

These new technologies are here to stay and we’re wise to vet and implement them carefully, testing frequently to ensure they are truly improving the customer experience rather than detracting from it. Three words: voice of customer. Stop surveying your customers and start listening to them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

FEBRUARY 23, 2018

If you know one of your customers is a loyal fan of a particular sports team, pay attention to how that team is performing, so you have yet another talking point to use when communicating with that customer. Anyone who knows me is aware of my fanatic fandom for my alma mater, the University of Notre Dame. .”

Technology 54

Technology Brands Voice of Customer Communication 54

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. Both site intercept surveys and always-on feedback tabs have become mainstay features of websites.

Metrics 26

Metrics e-support Culture Customer Centricity 26

Storyminers

JULY 29, 2016

Retailers need to speak often with their customers–not just with respect to offering product promotions, but to develop a conversation that explores the customers’ love for fashion, decorating, sports or whatever the category for that retailer is.

B2C 124

B2C Customer Retention Strategy Brands 124

Kapta Customer Success

JANUARY 31, 2018

This is not about you as the vendor, but instead, it is about the customer. This is what we might typically call a Voice of Customer interview, correct? The Voice of Customer already happened (hopefully) during the sales process. Yes, absolutely, but there are some nuances.

Customer Success 45

Customer Success Software Communication Customers 45

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

ChurnZero

JANUARY 13, 2023

It signals to us a growing maturity of understanding of Customer Success leaders for the need to define the right data strategies before their organizations can deliver desired outcomes for all customers. CX and CS finally get recognized as a team sport. Adrian Brady-Cesana , founder and chief experience officer, CXChronicles.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98