OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

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2001 Competitive Advantage Voice of Customer Social Media 95

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

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Metrics Culture Demo Healthcare 52

Ann Michaels and Associates

NOVEMBER 23, 2020

From mystery shopping to market research using various methodologies, everyone seems to be spying on everyone else. For the purpose of this blog post, we will zero in on the aspects of using online resources as a way to gain digital competitive intelligence. Digimind is a Strong Performer. Online Research Strategy Steps.

Social Media 52

Social Media 2020 Financial Blog 52

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] KEEPING UP WITH CUSTOMER EXPECTATIONS. 2] His take? It seems simple.

Customer Experience 67

Customer Experience Innovation Voice of Customer Consumers 67

Stella Connect

JANUARY 10, 2022

This offers immense opportunities to learn about different methodologies and share experiences with other coaches and managers. To do that, we’re outlining three touch points in the customer service coaching journey that are often neglected and yet have the power to provide the best coaching experience resulting in high performing teams.

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Culture ROI Touchpoint Definition 84

One Millimeter Mindset

AUGUST 15, 2018

Instead, our innovative value leverages the voice which defines us as Professionals of Worth. Because we listen to a voice inside our heads telling us there is so much more we can do, on behalf of serving our clients. Discover the voice which defines your innovative value. Subscribe to my blog. Consistently. Contact me.

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Innovation Workshop Customer Retention Travel 51

2020 Research

SEPTEMBER 19, 2023

AI will transform methodological design, paving the way for even deeper insights. Keeping the human voice central to our approach can guide us in this ethical minefield. But how does this translate to the world of market research? We sat down with Sago’s Chief Client Officer, Raj Manocha, to gain insights into this.

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Insights Marketing Innovation Roadmap 64

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now?

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Customer Journey Mapping Customer Journey Workshop Reference 94

NICE inContact

JANUARY 7, 2019

In 2019, pressures will continue to grow for operations looking to improve and differentiate with enhanced customer experience, while keeping budgets flat. When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. Plan for 2019 trends. A leg up on RFP/RFI activities.

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Contact Center 2019 Omnichannel 2018 48

NICE inContact

MAY 24, 2016

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers.

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Feedback Multi-Channel Social Media Contact Center 52

Optimove

OCTOBER 31, 2021

That’s why we feel Gartner’s newest “Peer Insights’ Voice of the Customer’: Multichannel Marketing Hubs” is the perfect closer, or even amplifier, for what has been quite a year for Optimove. Content models for customization are readily available. And now, with a 4.5/5.0 A Game Changer.

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Insights Multi-Channel Document 2020 71

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. Learn more about the customer journey in this toolkit. . Build Your CAB with the Right Mix of Customers.

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Net Promoter Score Blog Social Media Customer Success 75

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

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Leadership Consulting Presentation Sports 157

Maz Iqbal

DECEMBER 14, 2014

As a thinker, I am struck by how little space exists within organisational life for ideas to be entertained and grappled with before the mindless rush to implement these ideas usually through some off the shelf methodologies, methods, tools and techniques. I say that the idea of Customer Loyalty had power. Does it seem deep?

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Technology Customer Experience Leadership Customer Centricity 80

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. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

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Customer Experience Net Promoter Score Metrics NPS 94

NICE inContact

JANUARY 15, 2019

A defined and robust methodology. Key criteria for these solutions include omnichannel support, analytics, user experience strategy, CRM integrations, voice infrastructure, and a product architecture that is based on microservices. Our market presence scores reflect each vendor’s installed base of customers and agent positions.”.

Contact Center 48

Contact Center Omnichannel 2018 Demo 48

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. There are great relational databases out there.

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Customer Journey Customer Experience Customer Service Advertising 98

Qualtrics

FEBRUARY 17, 2021

As a result, methodologies and cultures built around DevOps and ‘speed’ tend to move organizations in one direction quickly but not necessarily the right direction. Many of us (especially those reading this Qualtrics blog!) Many CX teams have even begun to incorporate session replay data to contextualize their direct customer feedback.

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E Commerce Webinar Metrics E-support 26

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. The same principle applies to customer education.

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Webinar Customers Customer Journey Engagement 98

2020 Research

FEBRUARY 29, 2024

The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Get a front-row seat to the latest thinking, developments, and partnerships shaping the market research industry. For Butler, the answer is “fiction.”

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2024 Innovation Leadership Presentation 59

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

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B2B Customer Experience Net Promoter Score 2024 551

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

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2016 Innovation Marketing Insights 267

Ann Michaels and Associates

MAY 14, 2021

The thinking is they don’t need them since they are hearing from their customers on a regular basis online. in fact, we wrote about Apple Ratings and what it may do to the Review Economy down the road in a recent blog post. Imagine for a moment a customer does leave you a good review in exchange for monetary compensation.

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Social Media Entertainment Fashion Travel 45

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. If the results are opposite to what they believe, then these individuals attack the methodology. As we discussed on a recent podcast.

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Leadership Consulting Presentation Sports 120

ChurnZero

APRIL 14, 2020

This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . The rapport you keep with your customers is mission-critical to the success of your business. But first, let’s talk about customer feedback.

Feedback 81

Feedback Net Promoter Score E Commerce Loyalty Programs 81

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Annette Franz. Why we love Augie: He’s the Sr. Blake Morgan.

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Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. They had to adapt, quickly.

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Chief Customer Officer Contact Center Call Center Net Promoter Score 78

delighted

OCTOBER 4, 2019

Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. 86% of consumers are willing to pay more for a better customer experience.

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Marketing Customer Experience Net Promoter Score Reference 40

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. methodologies. Who should be involved in customer journey mapping workshops?

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Customer Journey Mapping Workshop Customer Journey Webinar 69

Thematic

MARCH 5, 2019

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. There is no one way of doing anything when it comes to Customer Experience. Customer journey mapping more sophisticated today.

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Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

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Customer Service Customer Service Strategies Contact Center Technology 52

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. Checking in on customer service objectives? Focusing on customer retention? Methodology. Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues.

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B2B Net Promoter Score Customer Centricity Webinar 73

Qualtrics

JULY 9, 2019

Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Active Interactive Voice Response (IVR). Telephone only.

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Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. Highest Views per Month. Top CX Themes.

Customer Journey Mapping 65

Customer Journey Mapping Webinar ROI Employee Experience 65

SuiteCX

APRIL 12, 2016

The more we interact with clients the more we have come to realize that Customer Experience (CX) is fundamentally about business transformation. Understanding customers and responding to market dynamics accordingly requires an agile approach, but must companies are flummoxed as to where to focus their resources first. Short term.

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Customer Experience Metrics Customers Innovation 40

Customer Interactions

JULY 7, 2015

Back in February I blogged about Fizzback’s '5 Steps to 'CEM Greatness'' and how our methodology helps business to create the complete Customer Experience Management (CEM) Solution, capturing the Voice of the Customer and enabling the previously silent majority be heard.

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CEM Customer Experience Management Blog Management 28

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?

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