Remove Books Remove ROI Remove Voice of Customer
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Discover How Uncovering Customers’ Hidden Motivations Leads to ROI Growth A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

When my coauthor and I wrote our book The Intuitive Customer several years ago, I acquired the most recent iPhone for the time, I don’t remember which model. In other words, we discover that what drives the return on investment (ROI) is not the organization’s focus. Now, this finding is a good thing. Click here !

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How to Improve Customer Experience In Your Organization

InMoment XI

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

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ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

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CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! The 40 Lessons That Turn Customer Feedback into Gold.

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Customer Journey Mapping: Apply Insights Everywhere

ClearAction

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Increasing Customer Focus in Voice of the Customer for Business Results.

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6 ways to renew (and stick to!) your CX vows

Think Customers

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. Yes, tracking metrics will help to prove ROI to key stakeholders throughout your organization, but it will also likely reveal additional aspects of your CX transformation strategy that require adjustments.

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Voice of the Customer for Product Operations

Thematic

It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program? A Voice of the Customer program is the process of identifying, analyzing and acting on insights into your customers' preferences, expectations, and dislikes.