GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. Why customer voice is important. the customer voice.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

SurveySparrow

JULY 31, 2023

Did you know that listening to your customers can revolutionize your business? Your customers have the power to fine tune your business. By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. Let’s dive in!

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

CloudCherry

AUGUST 17, 2018

It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. Customer Experience Management (CEM). What is CRM?

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

BirdEye

SEPTEMBER 21, 2023

This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. 96% would recommend Birdeye.

2023 111

2023 Management Feedback Customer Experience Management 111

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Published on: November 24, 2020.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Published on: November 26, 2021. billion between now and 2025.

2025 121

2025 Customer Service 2021 Blog 121

Eptica

SEPTEMBER 24, 2021

How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021. Our latest blog explores how these ideas are being superseded.

2021 123

2021 Measurement Blog Article 123

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Questions about its relevance and significance echo in boardrooms and strategy sessions.

NPS 52

NPS Webinar Banking Demo 52

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Customer service shouldn't just be a department, it should be the entire company. That is why many customer-centric CEOs spend time working an occasional shift in their contact centres.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Eptica

DECEMBER 3, 2020

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer. Two key themes that are driving UK customer experience post-pandemic.

2021 72

2021 2020 Blog Technology 72

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service 2021 2020 Blog 118

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Eptica

JANUARY 5, 2021

Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Categorie(s): Trends & Markets As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. Read the full?blog blog post here ?on

2020 104

2020 Blog 2021 Article 104

CSM Magazine

FEBRUARY 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site.

2022 59

2022 Customer Satisfaction Insights Innovation 59

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales. As part of a panel at the event, Neil will discuss the benefits of eliminating background noise from call centres and how voice isolation tools like IRIS Clarity can help.

Sales 52

Sales Technology 2021 Leadership 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

SurveySparrow

JULY 19, 2023

Understanding your customers is critical for business success. The Voice of the Customer (VoC) questions provides a reliable method to gain these insights. It enables organizations to probe the minds of their customers, finding what works, what doesn’t, and where improvements can be made.

Feedback 52

Feedback Insights Loyalty Programs Customers 52

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week. by Eric Krapf. (No

Article 146

Article 2021 Customer Service 2026 146

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. as well as feedback surveys.

2019 106

2019 2020 Customer Satisfaction Social Media 106

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. COVID triggered a forced acceleration of digital transformation across the QSR category.

2001 52

2001 Omnichannel Consumers Brands 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

NetBase

DECEMBER 31, 2019

This is entirely workable, as every brand has a unique voice to share with the world. The Brand Voice Consumers are Hearin. Customer experience (CX ) is everything, and leading brands know this. Taking a look at the “environment” category, for example. Filtering for Specific Brand Voice Insight.

Brands 60

Brands Consumers Social Media Insights 60

SurveyGizmo

OCTOBER 21, 2020

Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it was awarded the 2020 “Expert’s Choice” award by FinancesOnline, surpassing last year’s winner, Qualtrics. The “Most Implementable” award is the 11 th consecutive win for Alchemer in that category.

2020 52

2020 B2B Customer Centricity NPS 52

SurveyGizmo

DECEMBER 21, 2021

LOUISVILLE, COLORADO, DECEMBER 21, 2021 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today that G2.com Our no-code / low-code approach ensures that business users can easily collect, workflow, and act on customer and employee feedback.”.

2022 52

2022 Feedback 2021 Technology 52

Lumoa

JANUARY 2, 2023

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Key Takeaways.

Net Promoter Score 83

Net Promoter Score NPS Events Customer Satisfaction 83

SurveySparrow

JULY 6, 2023

Well, welcome to the realm of retail customer experience, where dreams come true. So, what exactly does “retail customer experience” mean? In simple terms, it refers to the sum of interactions and impressions a customer has while engaging with a retail brand. Sounds like a dream, right?

Retail 52

Retail Customer Experience E Commerce E-support 52

Interactions

JANUARY 30, 2020

When it comes to digital transformation, the focus of many strategies centers around improving customer experience. When it comes to digital transformation, the focus of many strategies centers around improving customer experience. Brands must take into account the entire customer journey, including integration across all touchpoints.

Touchpoint 77

Touchpoint B2C Consumers ROI 77

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. That’s why so many successful companies operate Voice of the Customer (VoC) programs. Published on: September 04, 2019.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

Eptica

JANUARY 8, 2020

Author: Pauline Ashenden - Marketing Manager Having rung in not just another new year but also a new decade now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. Published on: January 09, 2020.

2019 65

2019 Blog 2020 Leadership 65

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Author: Taoufik Massoussi - Product Manager & Head of AI Every industry is facing greater competition and a need to react more quickly to customer needs , often in real-time.

2019 58

2019 Social Media Retail Events 58

Eptica

JANUARY 9, 2019

3 ways to deliver real value from VoC insight Voice of the Customer (VoC) was a major focus for Eptica in 2018, with the successful launch of vecko, our customer insight solution. Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year.

2018 89

2018 Blog Average Handle Time 2019 89

Eptica

DECEMBER 11, 2020

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

2020 66

2020 Blog Communication Consumers 66

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. Published on: August 19, 2020.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Zenarate Customers include 7 of the top 10 U.S.

Contact Center 52

Contact Center 2022 Healthcare Travel 52