Thematic

DECEMBER 9, 2019

Better customer experience: More convenient for the buyers who can order from the comfort of their own homes with the same offerings regardless of where they are. Why a traditional Voice of Customer program won’t help with digital transformation. But my company already has a Voice of Customer program!

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Lithium

JUNE 27, 2022

Give customers the private support they need in the channels they love. A key factor in driving positive “voice of customer” brand loyalty and increasing the levels of customer satisfaction is having a plan and process in place to help customers from the get go. Change is only as complicated as you make it.

Social Media 52

Social Media Customers Loyalty Brands 52

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Furthermore, lower costs allow stores to offer lower prices to their customers.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. The knowledge and the fact that listening to their customers is paramount to delivering a great customer experience.

B2C 64

B2C B2B 2014 Voice of Customer 64

Wootric

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

Thematic

MAY 19, 2022

They empower the entire company to access user insights for product and customer experiences. It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program? But it’s not enough to simply listen to customers.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Qualtrics

NOVEMBER 6, 2019

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. It can be a logistical nightmare, but we’re able to make it happen.

Voice of Customer 33

Voice of Customer Touchpoint 2014 Hotels 33

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Furthermore, lower costs allow stores to offer lower prices to their customers.

Brands 48

Brands Rewards Programs Loyalty 2018 48

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Go straight to the source and use voice-of-customer data in your 1:1 conversations.

Customer Satisfaction 22

Customer Satisfaction Voice of Customer Feedback Leadership 22

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Double down on empowering agents to make things right for customers. Listen to your customer’s needs and gather important data.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

OpinionLab

JULY 28, 2016

Does your customer care? Despite the mobile complexity you face, your customers expect a seamless cross-channel experience, instant gratification, and immediate action. Not really. To win, you need scale and efficiency to deal with this complexity. In a super complex and messy mobile ecosystem, it’s that simple.

Download 100

Download Books Feedback Customer Care 100

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? 5) Empower yourself.

ROI 54

ROI Feedback Insights Financial 54

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

2020 120

2020 Customer Experience Definition Metrics 120

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management.

Download 30

Download Consulting 2019 ROI 30

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. Value chain thinking is extremely valuable in customer experience management.

ROI 48

ROI B2B Metrics Culture 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

InMoment XI

NOVEMBER 2, 2021

At the end of the day, investing in customer experience (CX) is about more than just the score. Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. Truly customer-centric companies can easily reach and maintain these percentages. Look no further!

ROI 260

ROI White Paper Customer Retention Feedback 260

COPC

NOVEMBER 13, 2019

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Q: What do you consider to be the biggest challenge for the customer service centres of car hailing industry?

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Consulting Transportation 8

Storyminers

JULY 29, 2016

VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. Too many companies focus on acquisition, investing way more in marketing and sales than on improving the customer experience. It’s all about the customer experience. Annette Franz.

B2C 49

B2C Customer Retention Brands Social Media 49

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

CX Journey

OCTOBER 30, 2018

Image courtesy of CMP The customer experience profession has a lot of buzzwords. I was recently given access to a report by the team at Customer Management Practice , organizers of the popular CCW (Customer Contact Week) events. Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast.

Culture 35

Culture Voice of Customer Definition Metrics 35

SurveySensum

JULY 6, 2020

Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Brands 83

SurveySparrow

FEBRUARY 22, 2023

SurveySparrow At SurveySparrow, we aim to refine customer experiences in any way we can. Most customer feedback surveys fail to get people’s attention or get them excited about it, but not this tool. Here are the 12 Qualaroo alternatives worth trying in 2023: SurveySparrow Parlor.io Let’s face it. So keep that in mind.

2023 52

2023 Feedback ROI Customer Satisfaction 52

SurveySparrow

JANUARY 20, 2020

Understanding how your customers behave after a purchase can give marketers a lot of information about how to build more trust. What is the post purchase customer experience? Getting in touch with your customer in many ways after they buy your product can create a lot of good impact for your business.

Measurement 52

Measurement Loyalty Programs Social Media Loyalty 52

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. It’s only when he went to customer experience that he lost it.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Better customer experience.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101