ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

OpinionLab

JUNE 8, 2017

And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers. A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

OCTOBER 12, 2020

More and more companies are turning to customer-centric business strategies to differentiate themselves from the competition with customer experience. Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop.

Feedback 83

Feedback NPS Customer Centricity Roadmap 83

Confirmit

FEBRUARY 28, 2017

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Our customer satisfaction rates continue to be among the highest in the software industry and this award demonstrates that we are delivering on that promise.

Hospitality 40

Hospitality 2016 Social Media Webinar 40

Doing CX Right

SEPTEMBER 5, 2020

I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book. We authentically asked customers how we can be of help, which has fuelled loyalty.

2016 52

2016 Travel Feedback Insights 52