Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services. MORE
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? There are many voices that are key to total understanding. MORE
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Retain Customers? MORE
Image courtesy of Leah M. Berry Are you listening to your customers? We really covered a lot of territory in the interview, but the main questions Leah posed were based on some previous blog posts that I've written. I enjoyed answering all of the questions Leah posed for me. MORE
For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Imagine a response rate to customer feedback requests of 30% or more. MORE
In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. MORE
We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. MORE
Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. MORE
Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? Was it based on a desired customer outcome? Have you ever heard of Goodhart’s Law? Unfortunately, this is one of the pitfalls of NPS. MORE
Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? MORE
Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. Do you think outside of the box to think outside of the box? I recently wrote about the many voices of customer experience, all important to total customer understanding. MORE
Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. MORE
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers. MORE
Image courtesy of dkuropatwa I originally wrote today's post for Intradiem. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize. MORE
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. MORE
Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains. MORE
Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. 3 Types of Customer Experience Action Essential to ROI. MORE
Image courtesy of Pixabay To tip or not to tip, that is the question. One of the interesting things I learned was that it's not necessary to tip; Australia has a non-tipping culture. Would it be different if there was the expectation of a tip for great service delivered? MORE
Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Heed the evolution of analytics. Know your customers. MORE
In our last article, “ How to Calculate the ROI of CX for Your Business ,” we discussed the gains brands stood to make industry by industry with good customer experience. Clearly, a takeaway from this now infamous fiasco is that customers are in control, and poor CX has a real-life cause and effect with revenue in today’s market. They aren’t making national headlines, but they are still causing customers to leave and become detractors. MORE
What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone? Here are some of the factors we weighed, considerations we batted around, and decisions finally made. MORE
Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Unfortunately, so few companies actually close the loop with their customers. MORE
Customer Engagement Customer Success Metrics Net Promoter (NPS) Voice of Customer (VoC MORE
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? customer effort score? MORE
Image courtesy of m kasahara I originally wrote today's post for Clicktools. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Be mindful of survey length. to stay out of spam filters. MORE
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. MORE
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? MORE
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. So why is it that two-thirds of VoC programs aren’t making a difference? VoC reports do not speak the language of managers. Voice of Customer MORE
Why do we listen to customers and other constituencies today? The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. It's not just enough to listen for the sake of checking the box or for tracking the metric. MORE
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Do you know how your customers feel about the pace? So if you're not innovating for your customers, for whom are you innovating? or at the speed of customer? MORE
Image courtesy of Unsplash Designing a VoC program can be daunting. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. Understand the Customer Who are your customers? MORE
Image courtesy of highersights Today I''m pleased to share a guest post by James Johnson of Questback. How often do you listen to what your customers have to say? I don’t mean when’s the last time you ran a customer survey. customer experience voice of customer MORE
ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. You basically get an inside look of various marketing departments and how they make decisions. MORE
Image courtesy of Tricia h c We have tons of data. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes? Don't just ask customers about the experience, listen, as well. Research your customers. MORE
Image courtesy of Marianna Gomes What are your customer experience success metrics? Last Tuesday, we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. MORE
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? MORE
I'm often asked about the future of customer experience: What does it look like? There are a ton of statistics out there about the volume of data we see today vs. just a few years ago, but I think we can all agree that there's a lot of it! MORE
Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. MORE
Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The success of the Association rides on its members. The following is an overview of the six domains. MORE
Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps? MORE
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. I spoke at an event last week on the topic of disrupting voice of the customer programs. MORE
Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. The first flaw is: lack of action. You've got tons of feedback, tons of data, and you do nothing with it. MORE
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. MORE
Voice of Customer Related Topics CX Journey
JULY 9, 2015
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? There are many voices that are key to total understanding.
ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. So why is it that two-thirds of VoC programs aren’t making a difference? VoC reports do not speak the language of managers. Voice of Customer
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers.
PeopleMetrics
MARCH 30, 2017
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Retain Customers?
CustomerGauge
APRIL 20, 2017
We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices.
CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years?
CX Journey
APRIL 26, 2017
Image courtesy of m kasahara I originally wrote today's post for Clicktools. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Be mindful of survey length. to stay out of spam filters.
StellaService
APRIL 19, 2017
For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Imagine a response rate to customer feedback requests of 30% or more.
CX Journey
APRIL 5, 2017
Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience.
CX Journey
MARCH 29, 2016
Image courtesy of Tricia h c We have tons of data. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes? Don't just ask customers about the experience, listen, as well. Research your customers.
CX Journey
MAY 2, 2017
Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Heed the evolution of analytics. Know your customers.
CX Journey
OCTOBER 25, 2016
Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?
CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.
CX Journey
APRIL 28, 2015
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers.
CX Journey
MARCH 17, 2015
In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
CX Journey
OCTOBER 19, 2016
Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. The first flaw is: lack of action. You've got tons of feedback, tons of data, and you do nothing with it.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.
CX Journey
SEPTEMBER 29, 2015
Image courtesy of Leah M. Berry Are you listening to your customers? We really covered a lot of territory in the interview, but the main questions Leah posed were based on some previous blog posts that I've written. I enjoyed answering all of the questions Leah posed for me.
CX Journey
APRIL 15, 2016
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers?
CX Journey
JUNE 22, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps?
CX Journey
MARCH 8, 2017
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. I spoke at an event last week on the topic of disrupting voice of the customer programs.
CX Journey
MARCH 4, 2016
Why do we listen to customers and other constituencies today? The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. It's not just enough to listen for the sake of checking the box or for tracking the metric.
Waypoint Group
FEBRUARY 17, 2017
Customer Engagement Customer Success Metrics Net Promoter (NPS) Voice of Customer (VoC
CX Journey
APRIL 16, 2015
Image courtesy of highersights Today I''m pleased to share a guest post by James Johnson of Questback. How often do you listen to what your customers have to say? I don’t mean when’s the last time you ran a customer survey. customer experience voice of customer
ClearAction
AUGUST 16, 2016
Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. 3 Types of Customer Experience Action Essential to ROI.
CX Journey
OCTOBER 7, 2014
Image courtesy of Unsplash Designing a VoC program can be daunting. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. Understand the Customer Who are your customers?
CX Journey
JULY 10, 2014
Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs.
CX Journey
JANUARY 22, 2016
Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. Do you think outside of the box to think outside of the box? I recently wrote about the many voices of customer experience, all important to total customer understanding.
CX Journey
OCTOBER 14, 2014
Image courtesy of Marianna Gomes What are your customer experience success metrics? Last Tuesday, we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience.
CX Journey
JANUARY 11, 2017
I'm often asked about the future of customer experience: What does it look like? There are a ton of statistics out there about the volume of data we see today vs. just a few years ago, but I think we can all agree that there's a lot of it!
ResponseTek
MAY 24, 2017
In our last article, “ How to Calculate the ROI of CX for Your Business ,” we discussed the gains brands stood to make industry by industry with good customer experience. Clearly, a takeaway from this now infamous fiasco is that customers are in control, and poor CX has a real-life cause and effect with revenue in today’s market. They aren’t making national headlines, but they are still causing customers to leave and become detractors.
CX Journey
MAY 31, 2017
Image courtesy of Pixabay To tip or not to tip, that is the question. One of the interesting things I learned was that it's not necessary to tip; Australia has a non-tipping culture. Would it be different if there was the expectation of a tip for great service delivered?
CX Journey
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Do you know how your customers feel about the pace? So if you're not innovating for your customers, for whom are you innovating? or at the speed of customer?
CX Journey
MAY 3, 2016
Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The success of the Association rides on its members. The following is an overview of the six domains.
CX Journey
AUGUST 6, 2015
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? customer effort score?
CX Journey
JUNE 28, 2016
Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? Was it based on a desired customer outcome? Have you ever heard of Goodhart’s Law? Unfortunately, this is one of the pitfalls of NPS.
CX Journey
DECEMBER 9, 2014
Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Unfortunately, so few companies actually close the loop with their customers.
CX Journey
NOVEMBER 28, 2014
Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains.
CX Journey
NOVEMBER 6, 2014
What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone? Here are some of the factors we weighed, considerations we batted around, and decisions finally made.
CX Journey
MAY 12, 2015
Image courtesy of dkuropatwa I originally wrote today's post for Intradiem. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize.
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