Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Metrics Measurement 52

Customer Alignment

OCTOBER 2, 2017

track in eliciting customer feedback and are more likely to respond to individual customer’s feedback, than leaders. This ‘responding to feedback’ is one area where we can see laggards as a group doing more of, than leaders. Delivering Customer Experience excellence involves changing a company from the insight out.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

CX Journey

MAY 17, 2017

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. There are new analytical tools that require actionable inputs - not that previous tools didn't have the same requirements, but the new tools make this requirement that much more evident!

Feedback 63

Feedback Social Media Roadmap 2016 63

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 35

Metrics 2008 NPS Financial 35

Kustomer

SEPTEMBER 3, 2020

Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. The Need for a CX Change Coalition. Customer service is still a relatively new department and career path. Wherever you can, you want to create those opportunities for structured feedback.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 32

Metrics 2008 NPS Financial 32