Forrester

JANUARY 23, 2015

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. An effective voice of the employee (VoE) programs should accomplish four tasks: Read more Categories: voice of customer.

Customer Experience 87

Customer Experience Voice of Customer Customer Voice Banking 87

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. (C)

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

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 63

Customer Experience Voice of Customer Customer Voice Banking 63

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Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance.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

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

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates.

Document 94

Document Social Media Customers Customer Service Representative 94

PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. More touchpoints for actively improving customer experiences.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Lumoa

OCTOBER 31, 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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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

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

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. What is customer understanding?

Customer Centricity 60

Customer Centricity Customers Culture Feedback 60

Confirmit

NOVEMBER 18, 2019

The table below shows a number of emerging trends, some of them initiated by technology and some others by changes at workplace (new ways of working, agile organization, social enterprise etc.). Modern technology allows us to do so much more to support a continuous dialog between employees and the organization (and managers/leaders).

Definition 45

Definition Employee Experience Measurement ROI 45

SurveySparrow

NOVEMBER 28, 2023

Innovation and Technological Advancements: Embracing cutting-edge technologies to stay ahead. Customization Options: Providing options for personalization to cater to diverse preferences. Stand Out in the Crowd: Understand what makes your customers tick. Customer Voice is King: Listen directly to your customers.

Customer Satisfaction 52

Customer Satisfaction Workshop Roadmap Customer Expectations 52

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. We’ll think about our culture at another time. One big problem.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

ChurnZero

FEBRUARY 26, 2021

Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. What is customer understanding?

Customer Centricity 32

Customer Centricity Customers Culture Feedback 32

ShepHyken

MARCH 23, 2018

Retaining valued people requires ongoing engagement, which is a multifaceted approach, dictated by the culture of an organization. In a crisis situation, however, swift, honest acknowledgement of the problem and a plan for corrective measures is essential to salvaging reputation and customer relationships.

Communication 82

Communication Blog Leadership Airlines 82

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. Designing and starting up a customer-experience transformation, 2016).

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Clarabridge

JUNE 13, 2017

They inspired a culture of putting the consumer first. And they drove investment in technology platforms to better understand our consumers — breaking down silos, replacing aging technology, and providing a toolbox of agile and API-connected systems (yes, Clarabridge included!).

ROI 40

ROI Net Promoter Score Return on Investment 2013 40

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. Brand Example: Zappos empowers its customer service representatives to go above and beyond scripted responses to resolve customer inquiries.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 150

Customer Experience NPS Touchpoint Customer Centricity 150

Confirmit

JULY 15, 2019

Our end-to-end technology will enable you to run feedback and research programs that increase revenue, reduce costs, and drive company, brand, and product improvements. Alerts help Confirmit’s customers increase revenue, drive culture change and reduce costs. Better understanding of the market and their customers.

Insights 40

Insights Technology Multi-Channel ROI 40

One Millimeter Mindset

JANUARY 9, 2019

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Are customers talking to bots and responding to prompts via digital interfaces?

Customer Experience 66

Customer Experience Workshop Customer Voice Customer Retention 66

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SmartKarrot

JUNE 23, 2022

The VP of customer success can establish long-term growth and make the company profitable in the long run. By increasing the customer lifetime value , the VP of customer success ensures the company is growing rapidly. The VP of customer success needs to be the chief customer voice and deliver results for customers.

Customer Success 10

Customer Success Fashion Metrics Customers 10

West Monroe

APRIL 19, 2023

When it comes to the back office, 94% of health insurers are moving to a decentralized organizational design, allowing ideas to come from anywhere and ensuring the customer voice is heard throughout planning, implementation, and post-launch monitoring. People, process, and technology are all part of being digital.

Healthcare 52

Healthcare Insights Insurance Culture 52

SmartKarrot

DECEMBER 22, 2021

Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle. Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization. Enable the client to maximize their investment in the platform.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3

C Space

NOVEMBER 4, 2019

They’re also building relationships within the wider ecosystem in which they operate, such as manufacturers, franchisees, external business partners, and consulting and technology providers. In a sales-oriented culture like ours we sometimes craft a new product, get it to market, and then are shocked and amazed when customers don’t like it.”.

Insights 45

Insights Net Promoter Score Competitive Advantage Culture 45

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. Turning to technology or organization structure to solve all these ills is often a step in the right direction. Silver Bullets.

Customer Experience Management 100

Customer Experience Management Customer Experience Management Sports 100

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Test marketing campaigns and messaging with high value customers. Routinely share company results, good and bad, with customer collaborators.”

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Qualtrics

FEBRUARY 17, 2020

Get hands on with the technology. Or do you want to really deliver breakthrough experiences for your customers and employees? Find out how moving away from the metrics and towards a culture of action can help you become an XM master. Turn employees into advocates and make the customer voice louder than ever.

2020 34

2020 Government Leadership Events 34

Russel Lolacher

OCTOBER 10, 2022

And it’s a joke, because these big executive types are all they see customer equals money. So that’s where their eyes and attention go, not realizing they’re destroying their culture, focusing on deliverables rather than leadership. So we do have to get more efficient, we do need to use technology to help us simplify.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52