GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." You can even add metrics, e.g., customer effort score, to a touchpoint, which is my fourth point.

Touchpoint 74

Touchpoint Customer Journey Mapping Effort Score 2015 74

PeopleMetrics

FEBRUARY 25, 2022

However, when developing a customer experience strategy, you'll encounter other elements that might need more explanation. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. It gets complex because there’re multiple channels and ways customers might come to your brand.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. journey mapping A customer journey map is a visual representation of every interaction and activity a single customer might have with your brand. What metrics should you follow?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. journey mapping A customer journey map is a visual representation of every interaction and activity a single customer might have with your brand. What metrics should you follow?

Definition 64

Definition Net Promoter Score Customer Experience B2C 64