ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition. 2) Macro Customer Experience Action.

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty.

Voice of Customer 40

Voice of Customer Contact Center Return on Investment ROI 40

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Listening to your customers ultimately means creating a better customer experience over time by driving change in the right places.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101