InMoment XI

JUNE 21, 2022

In the last keynote of the day, the CEO of JAX Tyres & Auto , Steve Grossrieder, described how their business is layering together voice of customer, voice of employees, and even voice of franchisees for a complete view of the customer journey.

Customer Experience 260

Customer Experience Workshop 2022 Events 260

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Culture 182

Culture Feedback Contact Center Customer Centricity 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Culture 182

Culture Feedback Contact Center Customer Centricity 182

ShepHyken

FEBRUARY 4, 2020

Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. Positive change within customer experience and company culture must start from the top.

E Commerce 130

E Commerce Culture Customer Centricity Customer Voice 130

Zeisler Consulting

AUGUST 10, 2020

One common factor of successful programs, however, is that, much as with the offerings of your organization themselves, you meet your Customers where they are: Different segments require different vehicles for VoC; and even within those segments, different points along the journey require different methods of determining the Customers’ voices.

Culture 93

Culture Customer Centricity Voice of Customer Article 93

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Customer Bliss

MAY 17, 2019

With this experience and insight, she knew she’d be able to scale the business and focus on how Workshare’s services can truly benefit the customer. Eleanor’s goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team. Create a Customer-Focused Culture .

Customer Success 131

Customer Success Customer Voice Culture Document 131

CloudCherry

JANUARY 22, 2020

McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

White Paper 243

White Paper Social Media Feedback 2019 243

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Doing CX Right

JANUARY 12, 2020

Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. Positive change within customer experience and company culture must start from the top.

E Commerce 52

E Commerce Culture Customer Voice Article 52

SurveySparrow

JULY 27, 2023

Act on Customer Feedback: Establish a feedback loop by acknowledging customer input and implementing changes based on their suggestions. Share Insights Across Teams: Disseminate insights across departments to drive a customer-centric culture throughout the organization. How Do You Get a Good Customer Voice?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

Forrester

JANUARY 23, 2015

Voice of your employees (VoE) is. " Any feedback from employees or partners that pertains to their ability to deliver great customer experiences". If you want to better diagnose the root causes of CX issues, you need an effective voice of the employee program that is integrated with your voice of the customer program.

Customer Experience 87

Customer Experience Voice of Customer Customer Voice Banking 87

ClearAction

DECEMBER 16, 2017

This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. New starters are often surprised at how important focusing on the customer is to us and how good Amazon is at doing that. …

Customer Centricity 59

Customer Centricity Engagement Culture Insurance 59

ClearAction

DECEMBER 12, 2017

This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. New starters are often surprised at how important focusing on the customer is to us and how good Amazon is at doing that. …

Customer Centricity 54

Customer Centricity Engagement Culture Insurance 54

Forrester

JANUARY 23, 2015

Voice of your employees (VoE) is: " Any feedback from employees or partners that pertains to their ability to deliver great customer experiences." Read more Categories: voice of customer. voice of employee. Customer Experience voice of customer voice of employee'

Customer Experience 66

Customer Experience Voice of Customer Customer Voice Banking 66

ClearAction

AUGUST 29, 2015

If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. Retained customers may or may not offset the investment.

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. Voice of the Customer Voice of the Employee Case Studies eBooks.

2020 52

2020 Insurance 2019 Touchpoint 52

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Voice of the Employee measurement.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. Cultural Conflict. Customer Experience Metrics.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Help Scout

AUGUST 31, 2021

You’re an A+ listener and communicator with the ability to synthesize feedback and be the customer's voice to help your teammates become better marketers, designers, builders, and more. You are eager to spend your days speaking with customers on the phone, via email, and through chat.

Document 94

Document Social Media Customers Customer Service Representative 94

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer.

Voice of Customer 74

Voice of Customer Customer Experience Call Center Customer Voice 74

Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Driving Cultural And Operational Change. That can’t be the norm. Dayton needed to make this a priority as well.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Second to None

SEPTEMBER 7, 2018

Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action. Brands that have a long timeline of great social media service are proving to these digital communities that customers voices deserve to be heard.

Brands 63

Brands Social Media Retail Voice of Customer 63

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Confirmit

MARCH 17, 2020

As well as continuing to maintain our high standards of customer service and professionalism, our commitment to securing your data remains unchanged. The importance of safeguarding the confidentiality of our clients’ data is embedded in our culture, as is the critical nature of ensuring full availability of our platform.

Workshop 52

Workshop Customer Voice Events Culture 52

Help Scout

SEPTEMBER 2, 2021

Beyond that, it will also set the stage for how your company treats support, explain what kind of culture you have, and differentiate you from other places candidates might apply. For instance, if there are exciting aspects about how your company is structured or things within your culture that are unique, this is the place to mention them.

Culture 102

Culture Reference Customer Service Representative Document 102

Playvox

SEPTEMBER 30, 2022

Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center. Make Your Customer Support Team’s Voice Heard. Your customer support team plays a crucial role in the success of your business. You have a vital line of communication with customers that other departments don’t.

Contact Center 67

Contact Center Article Customers Presentation 67

Zeisler Consulting

AUGUST 17, 2020

In the last installation we’ll discuss what it takes to build and support a Customer-centric culture. With a cadre of process engineers and thought leaders, you can turn your Customers’ voices into tangible improvements that will prove themselves in your metrics and in your bottom-line.

ROI 72

ROI Customer Centricity NPS Customer Voice 72

CX Journey

OCTOBER 25, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, you should really be using all of them. When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: 'If the customer were here, what would she say?'

Customer Centricity 68

Customer Centricity Touchpoint Culture Customer Voice 68

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success 2014 NPS Metrics 129

Customer Bliss

APRIL 27, 2018

This customer observation leads to the identification and understanding of moments where you need to be deliberate and deliver a reliable experience for customers they may not be able to articulate. Leaders’ connection to customers change when they are involved in these fearless conversations. When was it last completed?

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

Confirmit

JULY 27, 2020

“We have a data-driven culture. Voice of the Customer Voice of the Employee Case Studies. The ethics survey, run on Confirmit Horizons allows the Ethics team to listen to employees and provide avenues for them to start conversations whenever they feel that there is a danger of ethics being compromised.

Touchpoint 52

Touchpoint Download Customer Voice Measurement 52

Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

PeopleMetrics

AUGUST 25, 2015

Work with your crew to build a customer-centric culture. For potential customers, you’re one of many ships at sea. A culture centered on customer centricity creates a competitive advantage. Because customers form opinions in every interaction with your business, focusing on improving those interactions is crucial.

Customer Centricity 96

Customer Centricity Competitive Advantage Culture Customer Experience Management 96

Happy or Not

NOVEMBER 1, 2023

billion customer voices collected and analyzed, including industry benchmarking features, maks it a convenient choice for those seeking industry-specific insights. Yes, cultural and regional differences can impact the interpretation of satisfaction indices like NPS.

Net Promoter Score 36

Net Promoter Score NPS Customer Satisfaction Loyalty 36