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.
Customer Alignment
MARCH 2, 2018
One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. Don’t leave out any department that is involved in processes that impact on the customer journey.
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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.
Second to None
AUGUST 30, 2018
Schedule regular training sessions and workshops for your employees that cover all different areas or, if you want to put the power in the hands of your staff, give them the chance to choose a couple of training courses to attend each year. In the same Blanchard Co.
Wootric CX Blog
FEBRUARY 14, 2019
Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Jeannie Walters. Joey Coleman.
ClearAction
JANUARY 16, 2016
The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.
Storyminers
JULY 6, 2020
Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. Myra’s engaging approach to customer service training is loved by her clients.
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