Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. In turn, your contact center will see an improvement with CSAT.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

Strativity

JANUARY 18, 2018

The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. These goals and definitions will make it easier to determine the type of customer consultant you need. Project completion? Profitability? That is their sweet spot.

Consulting 40

Consulting Customer Experience Workshop Voice of Customer 40

Second to None

APRIL 4, 2019

It may be easy for C-level leaders to place the responsibility of cultivating a culture of engagement in the hands of management while they turn their attention towards high-level business affairs. Engagement levels coincide with the perceived satisfaction and fulfillment that employees feel towards their position and workplace.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Insights Voice of Customer Insurance 78

Second to None

OCTOBER 16, 2018

Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey. Meeting customers where they already are reduces the effort it takes to find your brand.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes.

Customer Engagement 54

Customer Engagement Engagement Voice of Customer Brands 54

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, why are they like that?

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Beyond Philosophy

MAY 1, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. Customer engagement is critical to your success.

Customer Expectations 60

Customer Expectations 2021 Consulting Customer Relationships 60

Second to None

SEPTEMBER 25, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Consumers 109

Consumers Brands Social Media 2010 109

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Trust is a key reason to open up these communication channels, because with the proliferation of purchasing options, customers are warier about choosing where to spend their cash.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

MARCH 20, 2018

A brand reputation monitoring tool that scrapes these sites can serve as a differentiator for your brand because it is a public assertion of your employees’ willingness to provide value and increase the convenience for your customer base. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Beyond Philosophy

AUGUST 9, 2019

We invited Don Peppers , bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. 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–>

Measurement 105

Measurement Airlines Voice of Customer Books 105

Second to None

FEBRUARY 4, 2020

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Centricity 118

Customer Centricity Voice of Customer Retail Consulting 118

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

Second to None

FEBRUARY 4, 2020

The difference between an actively engaged employee and someone just waiting for their shift to be over is obvious to every customer. To encourage the necessary level of engagement among employees, brands need to figure out ways to increase employee satisfaction, which can be accomplished through many different approaches.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Second to None

JULY 22, 2020

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Second to None

AUGUST 9, 2019

Recent Deloitte research outlined three different ways that a customer engages with a brand: (1) rational considerations, (2) emotional responses and (3) shared values. [1] The study found that rational considerations, i.e. price, product, promotions etc., What is the emotional depth of the relationships that you are building? .

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

Second to None

MARCH 13, 2018

However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs. Our solutions are developed on the basis of solid research and statistical science.

Measurement 59

Measurement Voice of Customer Customer Centricity Insurance 59

Second to None

FEBRUARY 4, 2020

2] While the hospitality industry is service-based, these digital DTC strategies can build on top of the great service provided by your employees by offering added incentives and other ways to encourage further customer engagement. Now, customers can learn about as many brands as they choose all without leaving their couch.

Consumers 67

Consumers Hospitality Rewards Programs Retail 67

Second to None

OCTOBER 9, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

Second to None

FEBRUARY 1, 2019

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Second to None

APRIL 26, 2018

Understanding how employees perceive the workplace created by your organization can help you make tangible changes that lead to higher levels of engagement, ultimately helping establish employees as better equipped to provide a great experience to each individual customer that walks through your doors.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

Second to None

JUNE 12, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

JULY 31, 2018

Sam is an experienced writer and marketing consultant. Today’s live chats can be used in tandem with your customer service agents, empowering them to communicate with new website visitors, moving them along the customer journey, ultimately reaching a higher level of overall customer engagement with current customers as well.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Second to None

MARCH 22, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 81

Retail Leadership Voice of Customer Brands 81

Second to None

AUGUST 16, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Financial 59

Financial Measurement Brands Customer Experience 59

Second to None

FEBRUARY 13, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 79

Retail Voice of Customer Brands Sales 79

Second to None

SEPTEMBER 7, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

SEPTEMBER 27, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 69

Retail Measurement Brands Omnichannel 69

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62