Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journey Mapping 83

Customer Journey Mapping B2B Customer Journey Books 83

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Second to None

JANUARY 22, 2019

It doesn’t matter, according to Miles, if you are operating in a B2B or B2C environment, the key is to ask yourself, “What are our customers’ customers trying to accomplish?”. Protect the customer while removing friction from the transaction. You succeed by chasing service to the customer.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Daniel Group

APRIL 5, 2023

I went and managed the processing center, which also had a customer service department in it. So very customer centric before that, but that really grew my appreciation for what our internal folks did, and then the importance of that interaction with customers and dealers.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Insights Financial 54

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. What are customers and users saying about their experiences with your brand and your competitors? Click here to enlarge map) .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

SmartKarrot

JUNE 23, 2022

The VP of customer success can establish long-term growth and make the company profitable in the long run. By increasing the customer lifetime value , the VP of customer success ensures the company is growing rapidly. The VP of customer success needs to be the chief customer voice and deliver results for customers.

Customer Success 10

Customer Success Fashion Metrics Customers 10

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

SmartKarrot

APRIL 18, 2022

This allows the team to understand who from which customer accounts is saying what and what is the overall opinion of the group suggesting. A customer centric team is one which actions the findings from the ‘voice of the customer’ to provide value to its users. Step 4: Action the findings. Learn importance of VoC.

Customer Success 10

Customer Success Voice of Customer Customers Roadmap 10

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Books Customer Focused Management 98

PeopleMetrics

APRIL 9, 2015

Our Voice of the Customer software helps you quickly respond to customer feedback, as well as uncover longer-term opportunities. We also offer insights into culture, employee engagement, and the B2B prospect experience—elements that work together in service of the customer. Want to learn more? shopping cart by me.

Customer Experience 125

Customer Experience Customer Centricity Culture Feedback 125

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

Books 74

Books Blog Insights Customer Journey Mapping 74

Wootric

MARCH 18, 2021

NLP performs sentiment analysis on your customer and user feedback, taking you way beyond the traditional text-match tagging. Not only is every topic tracked over time, but NLP also tracks the positive and negative tone and tenor of the customer voice. For a B2B business, this is the way to go if you have the resources. .

Net Promoter Score 52

Net Promoter Score E Commerce E-support Metrics 52

Confirmit

MAY 29, 2018

” This question should be followed by at least another question: “Why”, as the respondent’s answer will guide the organization when it comes to driving customer-centric change. Increases over time based on the initiatives you take to increase customer experience. What Are the Net Promoter Economics?

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40

Confirmit

MAY 29, 2018

Bring the customer’s voice into your organization and you can expect the following results, providing you take action on the insights you receive: Increase revenue: Through reduced churn, improved cross-sell opportunities and the ability to attract new customers. Why Implement a Voice of the Customer Program?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40