ShepHyken

NOVEMBER 15, 2019

You’ve heard by now of all the practical ways that today’s dynamic IVR can support your customer experience, including: Providing simple self-service functions such as balance checking or order status without needing to talk to an agent. So how can your contact center IVR get there? Get Straight to the Point.

Blog 92

Blog Customer Experience Contact Center Interaction 92

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, h ow do you use VOC data to drive change in your organization?

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Pointillist

AUGUST 26, 2019

Forrester In a Bain podcast , Chief Customer Experience Officer, Charlie Herrin, said that when he joined Comcast his first step was to focus the company on NPS: “I wanted a customer measure that we could incorporate into our business thinking. . So that was goal one. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Net Promoter Score ROI Measurement 79

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. More importantly, she wants to know how your CX team will improve them.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Pointillist

SEPTEMBER 26, 2018

Most organizations now report having some level of customer experience measurement program in place. In this blog post, I lay down five detailed ways in which you can use the customer experience metrics you collect to take direct actions that improve your customers’ experiences and maximize gain for your organization.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. on 7 Aug 2019. To drive progress and build a better experience for your customers, they need a seat at the table. To drive progress and build a better experience for your customers, they need a seat at the table. Why VoC Programs are Important.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. on 7 Aug 2019. To drive progress and build a better experience for your customers, they need a seat at the table. To drive progress and build a better experience for your customers, they need a seat at the table. Why VoC Programs are Important.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Avaya

SEPTEMBER 6, 2018

They’re focusing less on price points and more on touchpoints. Companies are poorly incorporating Voice of the Customer (VoC) insights into the experiences they deliver. To compete on CX, companies must know how to address customer needs on their terms, providing technology in the manner and to the degree that they will accept.

Insights 43

Insights 2020 Communication Customer Expectations 43

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Congratulations to this year’s winners: Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Confirmit

MAY 29, 2018

Knowing your Net Promoter Score offers a variety of benefits that can prove extremely valuable for your business, including: the segmentation between Promoters, Passives and Detractors. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business. Why is NPS® Important?

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Acting on customer feedback doesn’t mean doing one thing.

Definition 64

Definition Net Promoter Score Customer Experience B2C 64

NetBase

APRIL 5, 2019

That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. But which tools are “right?”

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

Pointillist

OCTOBER 22, 2018

The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

NetBase

APRIL 5, 2019

That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. But which tools are “right?”

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. podcast and the Experience Maker Show. So let’s jump right into the key findings.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. The customer journey is full of interaction points between the brand/company and the customer.

CEM 40

CEM Interaction Consumers NPS 40

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. The customer journey is full of interaction points between the brand/company and the customer.

CEM 40

CEM Interaction Consumers NPS 40

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98