PeopleMetrics

JUNE 10, 2021

In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Download the chart from this video. ? ? ?. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 71

Feedback Management CEM Customer Centricity 71

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?) so much of the way business has been getting done: What is the right “posture” in this environment?

Video 52

Video Customer Engagement Engagement CRM 52

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Download the chart from this video. ? ? ?. The best VoC programs use both. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Survey 118

Survey Net Promoter Score Voice of Customer Measurement 118

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

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The following is a lightly edited transcript of the video below. Want to get Daily Dose videos delivered straight to you? This may seem silly, but read the job description very specifically.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Customer Bliss

AUGUST 9, 2018

With a focus on understanding who their customers are and what they want, Daniel gathered Voice of Customer data for their feedback on the PTC experience. With this feedback, Daniel was determined to communicate his findings and make the customers real to everyone in the organization. . What worked and what was the value?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

CX Accelerator

OCTOBER 9, 2018

Video VoC - One of the primary goals of a great VoC program is to tell the customer's story in a compelling way. What could be better then the customer actually telling you.in the form of a quick video testimonial? Mobile devices make this type of feedback system entirely practical.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

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! PeopleMetrics LIVE!

Survey 71

Survey Customer Experience Customer Centricity Voice of Customer 71

CX Journey

OCTOBER 14, 2014

What are some ways to pull together other metrics besides customer effort, VoC, and retention to build the full picture of CX progress? Link to video While the Hangout lasted 30 minutes, we probably could''ve talked for at least another 30 minutes. customer experience metrics voice of customer'

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

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

Think Customers

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 59

B2B Sales CRM Video 59

Totango

MARCH 10, 2020

Always be prepared to speak to your customer of the next phase of their growth and development, and have a range of resources on hand to push them along, including. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

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

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.

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

InMoment XI

SEPTEMBER 13, 2022

Also, Foot Locker enables customers to use Apple and Google to message on-call agents as if they were texting a friend. 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

Second to None

AUGUST 23, 2018

For example, if you’re starting a new video campaign, you should contact some of the modern corporate video production services. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Shifting Market.

Brands 59

Brands How To Voice of Customer Consulting 59

SurveySensum

MARCH 19, 2024

So, use these effective survey questions in your next survey to gather actionable feedback and boost your customer experience. Listen to the voice of customers and identify areas of improvement with SurveySensum’s well-crafted customer surveys that come with industry-specific survey templates.

Survey 52

Survey Net Promoter Score Effort Score Feedback 52

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

Waypoint Group

JUNE 10, 2020

This has got to be the best video “primer” on Customer Experience (CX) that I’ve seen, highlighting the what, how, and WHY of CX. Worth the ~7 minutes for both fun and education, IMHO.

NPS 59

NPS CRM Video Engagement 59

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

Lithium

JUNE 27, 2022

Give customers the private support they need in the channels they love. A key factor in driving positive “voice of customer” brand loyalty and increasing the levels of customer satisfaction is having a plan and process in place to help customers from the get go. Hilary Lin, Sephora. Source: developers.facebook.com.

Self Service 52

Self Service Social Media Customers Brands 52

Beyond Philosophy

JUNE 1, 2023

Depending upon the customer’s context, you should create your experience around that. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! We discovered that they treated customers that had lost their phone or had it stolen the same way when they called in.

Call Center 78

Call Center Retail Course Customer Experience 78

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

Second to None

SEPTEMBER 21, 2018

Gap offers the “babyGap Outfit Box” that sends collections of baby fashion to subscribers, Hasbro offers subscribers their “Party Crate” consisting of three brand new games every three months delivered to their homes and Fender offers subscribers an online video lesson curriculum that reacts and responds to their progress instantaneously.[4]

Retail 54

Retail Consumers Brands Trends 54

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. Watch this 90-second video from CEO Steve Bernstein explaining why this checklist will jump start your feedback process to begin producing results.

Survey 40

Survey Voice of Customer B2B Video 40

PeopleMetrics

FEBRUARY 25, 2022

If it goes poorly for whatever reason, the customer could churn or even spread negative word of mouth. Voice of Customer (VoC) or customer listening. Voice of customer refers to the aggregate picture of your customers' expectations, preferences, dislikes, and feedback over time. CX metrics and KPIs.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

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

Waypoint Group

JUNE 8, 2021

Full 30-minute video is here. Start with “Who” (Persona!): [link]. How to Prioritize: [link]. What is the ROI on Journey Mapping: [link]. Who should be participating? The CX Team: [link]. The post Journey Mapping Starts with “Who” To drive the Right Outcomes first appeared on Waypoint Group.

Customer Journeys 40

Customer Journeys B2B ROI Video 40

Alida

SEPTEMBER 14, 2018

An example comes from Twitch , the leading social video service. A leader of mobile entertainment, Jam City already has a lot of behavioral data from its games, but the company also engages with players directly to better understand their motivations, attitudes and preferences.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

SurveySparrow

JUNE 20, 2023

With its intuitive user interface and extensive customization options, Typeform allows you to create engaging in-app surveys that captivate respondents and gather insightful feedback. With its user-friendly interface and powerful features, it allows you to gather valuable insights and optimize your website for a better user experience.

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

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

Second to None

MAY 8, 2018

The previous stage was about telling customers your product solves a problem. Your emails in this stage can include free trial offers, as well as free content like webinars, videos, or ebooks, all of which should serve to demonstrate the usefulness of your services. Now you want to prove it to them. There are several ways to do this.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

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. Basically, it gives you real-time insight into your customers’ experiences. This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Second to None

JULY 31, 2018

There are even more live chat feature benefits using even better technology, including chatbots and artificial intelligence and smart tools, like co-browsing, screen sharing and video chats. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Study 59

Study Voice of Customer Consulting Brands 59

CX University

JANUARY 20, 2021

Readings, videos, and interactive engagement exercises rounded out a well-designed study program. If you are new to CX, the term “closed-loop,” for example, may mean something very different from what it means in the voice of customer best practice. How far the field had come in preparation materials!

Study 52

Study Exercises Fashion Guidelines 52