SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . They’ll help you with what to do with the feedback collected and how to make it more actionable. End to end feedback management.

2021 52

2021 Multi-Channel Touchpoint NPS 52

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. But if they’ve never worked in the customer satisfaction space, you may buying appearance over substance.

Net Promoter Score 82

Net Promoter Score Feedback ROI Customers 82

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

MARCH 30, 2018

The strategy I see most of our customers at Sprinklr take is to whittle down their tech stack to a lean set of primary solutions that integrate with one another. In doing so, they’re layering unstructured social data on top of existing customer data (like purchase history) and creating a more complete view of the customer.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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. Organizations will want quantitative justification of their investment in great customer service.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Wootric

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. To reduce churn?

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

AUGUST 23, 2008

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. Customer Retention Begins with Trust.

Competitive Advantage 62

Competitive Advantage Customer Experience Management Customer Retention Leadership 62

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132

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

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

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

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. We call this process “ closed loop feedback management.”

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience E-support 48

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Comm100

APRIL 26, 2020

You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback. Can you begin by telling us a little bit more about what unstructured feedback is and why companies have a hard time dealing with this type of data?

Culture 52

Culture White Paper Customer Centricity Feedback 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill has over thirty years of luxury resort/club management experience. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill has over thirty years of luxury resort/club management experience. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pink Guava

OCTOBER 31, 2018

You can click here to read it again [link] The intent of this blog is to address the first section i.e. a simple DIY (Do it Yourself) process for “Writing your own Customer Success Story” through an impeccable Customer Experience Management Program. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Clarabridge. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

JUNE 1, 2015

It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. CEM – Customer Experience Management. Customer needs, emotions, perceptions. The customers’ expectations of their experience with the company.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40