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SurveySensum
DECEMBER 28, 2020
Are you starting your customer experience journey? They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! What is the Voice of the Customer? Are my customers loyal enough?’ ‘How
Customer Bliss
NOVEMBER 7, 2017
On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs. Overview.
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Waypoint Group
FEBRUARY 1, 2018
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. But B2B is a completely different structure than B2C, and you’re most certainly missing out […].
Second to None
APRIL 23, 2019
We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. Yet we seldom discuss past iterations of CX that are no longer relevant to the market. While anticipation is key, reflecting on the history of CX can help to identify the factors that contributed towards changes in the past, and, in-turn help companies to become more equipped to both anticipate and cope with future changes. .
Customer Bliss
NOVEMBER 7, 2017
On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs. Overview.
Waypoint Group
MAY 25, 2018
For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs.
Storyminers
JULY 29, 2016
In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.
Second to None
MARCH 13, 2019
Joking aside, mobile engagement is at an all-time high, which in-turn has changed the way customers think and behave. Over the years mobile practices have shifted customer interactions from face to face to screen to screen. While a screen interaction may seem less personal, data shows that personalization is only increasing with the integration of mobile consumer services. The Importance of Personalization. The data shows that 49 percent of U.S.
Second to None
FEBRUARY 15, 2019
In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. NPS can also help to predict future revenue based on customer sentiment.
Waypoint Group
AUGUST 1, 2018
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” The key to scalably accelerating profitable growth is by creating truly loyal customers. Here’s why that’s true and how to make this critical, emotional connection with your key customer contacts to strengthen relationships and drive true loyalty. Do you really think of this as loyalty? We all want loyal customers.
Second to None
MARCH 21, 2018
Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. However, it can be more challenging to understand the unique value that your customer segment desires because these groups can be much more specialized compared to regular Customer Experience initiatives. Otherwise, they may find themselves stuck on the wrong side of the purchasing decision.
Second to None
JANUARY 22, 2019
Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies.
Waypoint Group
JANUARY 23, 2015
There’s no time to mess around with formalities, clicking through a complicated web of buttons to get answers or generate a report. SaaS companies everywhere have built dashboards that convey the necessary metrics or information needed to give a snapshot view of what is deemed important, right after login. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements.
CX Journey
JANUARY 27, 2015
Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? Because of one simple rule: the Golden Rule.
Waypoint Group
JUNE 7, 2018
I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Let’s start with a definition of Customer Success: “Success” is simply, “The accomplishment of an aim or purpose.”
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Waypoint Group
DECEMBER 3, 2015
B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players.
Waypoint Group
DECEMBER 3, 2015
As published in DestinationCRM , the article begins morbidly with, “Less than a quarter (23 percent) of business-to-business (B2B) firms have implemented customer experience (CX) programs that lead to substantial annual revenue growth.”. The article also gives several reasons for the lack of growth from both internal and external factors. But for many of the companies, the barriers have been internal. At the end of the day, people are complicated.
OpinionLab
MARCH 16, 2017
They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify). That’s why, for the most part, the startups that make it off the ground all have a laser like focus on their customer experience. Quickly identifying and resolving customer pain points across the entire customer journey simply becomes a habit.
GetFeedback
MAY 13, 2019
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. Receiving Voice of the Customer feedback. Raw customer comments and sentiment.
ERDM
SEPTEMBER 21, 2018
Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. Given this frustration, and in spite of data privacy concerns, customers are willing to provide deep B2B or B2C information to drive proactive, explicit personalization.
Lumoa
MARCH 20, 2018
Customer experience has been on the rise during the last couple of years. 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. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic. How to take actions on customer experience?
Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Voice of the Customer
Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.
PeopleMetrics
FEBRUARY 25, 2022
Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience?
CloudCherry
DECEMBER 1, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
ERDM
SEPTEMBER 21, 2018
Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. Given this frustration, and in spite of data privacy concerns, customers are willing to provide deep B2B or B2C information to drive proactive, explicit personalization.
Wootric
OCTOBER 7, 2020
Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use.
CloudCherry
OCTOBER 30, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
ijgolding
NOVEMBER 13, 2018
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount.
Lumoa
MARCH 20, 2018
Customer experience has been on the rise during the last couple of years. 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. We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Listen to your customers.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. But what are customer advisory boards? What kinds of businesses create CABs? What are the benefits of a CAB? Are there different types of CABs? What are customer advisory boards?
ShepHyken
FEBRUARY 22, 2019
My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.” Upon opening it, I read a note from the owner of Stacy’s Pita Chips explaining how she sent a variety of FREE bags to hundreds of Stacys throughout the United States who spell their name the same way she does.
Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. Companies do marketing, sales and CRM – the customer does the experience!
Second to None
APRIL 12, 2019
In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. 1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle. In order to reach the customer in that manner, you must know them to their core. Be Where Your Customers Are.
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