PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Customer Experience 62

Customer Experience Voice of Customer Customer Voice Books 62

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience . Abbreviated transcript.

Books 120

Books Chief Customer Officer 2006 Voice of Customer 120

Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Customer Centricity 71

Customer Centricity Download Voice of Customer Books 71

Innovative CX

DECEMBER 12, 2019

In 1999, I read a book entitled, First, Break all the Rules, by Marcus Buckingham and Curt Coffman. As some of you know by now, I like re-reading business books from years past. This book is primarily about leadership and “what the world’s greatest managers do differently”. I found meaningful nuggets in this book.

Books 52

Books Leadership Customer Satisfaction Voice of Customer 52

PeopleMetrics

OCTOBER 28, 2020

Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE! ,

Customer Centricity 48

Customer Centricity Voice of Customer Books Events 48

PeopleMetrics

OCTOBER 28, 2020

Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE! ,

Customer Centricity 48

Customer Centricity Voice of Customer Books Events 48

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> We invited Don Peppers , bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject.

Measurement 104

Measurement Airlines Voice of Customer Books 104

PeopleMetrics

MAY 24, 2018

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.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

Thematic

DECEMBER 9, 2019

Better customer experience: Shorter lines, more efficient payment Marketing by using pictures of athletes and other famous celebrities online Marketing by using influencers on social media like YouTube and Instagram Better business results: More relatable people who have their own audiences that can be reached more easily.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program.

CEM 48

CEM 2001 Books 2019 48

Innovative CX

JULY 10, 2019

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. He was as inspiring in person as his writing was in the book. Before you read on, if you are familiar with the book, can you name the 7?

Books 40

Books Leadership Voice of Customer Presentation 40

ShepHyken

FEBRUARY 22, 2019

Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store. I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX.

Blog 108

Blog Hotels B2C Loyalty 108

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Second to None

MAY 10, 2018

Beyond staffing a team of highly engaged employees that provide your idealized level of service, one of the most popular ways to keep customers coming to your stores is to provide a lounge or café areas in which the purpose is not to push the customer along the path-to-purchase, and instead is simply meant to provide value to each individual.

Apparel 54

Apparel Retail Events Voice of Customer 54

Thematic

DECEMBER 9, 2022

It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

2008 71

2008 2010 Customer Satisfaction Fashion 71

Second to None

JULY 17, 2020

And only 18% could book an appointment for the patient. A smart way you can measure your patient experience is through using mystery shopping programs or voice of consumer surveys. A smart way you can measure your patient experience is through using mystery shopping programs or voice of consumer surveys.

Healthcare 62

Healthcare Call Center 2019 Interaction 62

inmoment

MARCH 12, 2020

Now is not the time for call centers to “play by the book” and enforce rigid corporate policies. These are truly uncharted waters for us, but one thing is abundantly clear: the companies that provide excellent customer and employee experiences today will come out much stronger than their counterparts when this pandemic is over. .

Customer Experience 93

Customer Experience Travel Airlines Financial 93

Customer Bliss

APRIL 24, 2018

Amanda is responsible for the Customer and Partner Experience strategy at Microsoft, where she manages an organization in charge of several key voice of customer programs and measurement systems. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

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Chief Customer Officer Management 2011 Call Center 129

ijgolding

JULY 9, 2018

Customer has never been more important in business than now and you can see board level representation of ‘voice of customer’ in many top flight organisations. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! Enjoy the read!!

Chief Customer Officer 59

Chief Customer Officer Marketing Books Leadership 59

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: Should CSM book size be based on ARR or customer count?

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Wootric

DECEMBER 8, 2019

Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. In the book The Effortless Experience , Matt Dixon and his coauthors lay out research results that are surprising. Why Focus on Effort?

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

PeopleMetrics

FEBRUARY 21, 2018

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. More #CXSecrets.

Marketing 67

Marketing CEM 2001 Advertising 67

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. To reduce churn? Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

JANUARY 22, 2016

When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. I recently wrote about the many voices of customer experience, all important to total customer understanding.

Innovation 59

Innovation Voice of Customer 2015 Books 59

Waypoint Group

MARCH 5, 2020

I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “ Failure Sucks!

Sales 40

Sales Customer Success B2B Definition 40

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Think Customers

DECEMBER 13, 2021

For example, starting with the right feedback mechanisms can give you first-hand insights from customers about the new channels and capabilities available to them. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools. The post 6 ways to renew (and stick to!)

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Thematic

MAY 19, 2022

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.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. You would not ask someone to audit your books if they were not a qualified accountant…….would

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

OpinionLab

JULY 28, 2016

Download our Mobile CX e-book to learn more.]. What is the impact to your business if your mobile checkout stops working for a large subset of customers using one of the top mobile browsers? What if your best customers are unable to log into their accounts via mobile?

Download 100

Download Books Feedback Customer Care 100

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Apply here: [link].

Customer Success 19

Customer Success User Experience Customers Innovation 19

OpinionLab

SEPTEMBER 12, 2017

I’m a big fan of the show, having seen all episodes and read all the books. Simply provide your customers – whether in digital or any other channel – the ability to choose if they want to tell you something and what they want to tell you. Jon Snow is like an open book. No games, no ulterior motives, just listen.

NPS 94

NPS Net Promoter Score 2003 Measurement 94

Waypoint Group

MARCH 31, 2015

He maintains the idea that it shouldn’t all be about obtaining new logos but making the customers you already have happier, which will in turn lead to more word-of-mouth referrals, has been their personal key to rapid success. This concept is especially important in B2B, which is what we’ve even detailed in our book Failure Sucks!

B2B 70

B2B Events Definition Voice of Customer 70

CX Journey

MAY 20, 2015

We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), employee feedback about their own experience or about the customer experience, call center interactions, account manager conversations, blogs, tweets, shares, online reviews, medical records, books, and more.

Call Center 64

Call Center 2013 Social Media Books 64

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21