BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Customer Care Call Data. Asking employees for feedback makes them feel heard and valued.

Voice of Customer 69

Voice of Customer Feedback Customer Centricity Reference 69

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. Manager and employee (1:1). For example, those you see from the customer care center.

Customer Satisfaction 22

Customer Satisfaction Voice of Customer Feedback Leadership 22

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

Why we love Maxie: She’s a keynote speaker, author, Principal Analyst at Forrester , and has a PhD in Business Management on Customer Care. Why we love Sue: She’s a speaker, writer, mentor, Director of Marketing at M4 Communications , and co-host of #CXChat , a weekly Twitter chat on customer experience and employee experience.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

2020 120

2020 Customer Experience Definition Metrics 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

Definition 90

Definition Metrics Customers Customer Experience Management 90