Oracle

AUGUST 7, 2018

Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? Innovation must now focus on the customer.

Innovation 111

Innovation Customer Journey Mapping Customer Centricity Transportation 111

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. Data-Driven Innovation Imagine a bustling coffee chain, Bean & Grind. This is the power of effective customer feedback.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

SurveySparrow

SEPTEMBER 29, 2023

It unites teams from different departments within a company to focus on a single, paramount objective: enhancing the overall customer journey. A customer experience workshop is basically like a friendly gathering where these team members sit down to solve a CX puzzle. They spark innovation within your team.

Workshop 52

Workshop Customer Experience Roadmap Innovation 52

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySparrow

FEBRUARY 3, 2019

Customer Service. Customer service and user experience are merely two aspects of customer experience. It can be defined as the sum of all interactions and touchpoints between you and the customer. It begins long before your customer steps into your showroom and continues even after the purchase have been made.

2019 75

2019 Customer Experience NPS Social Media 75

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Specific to physical touchpoints, 77% admit it can take up to 90 days to respond and react to customer feedback, suggestions or issues, with 36% needing up to three months to respond.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques.

Connections 81

Connections Feedback Airlines Customer Centricity 81

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Understand your customers’ expectations better. Voice of the Employee. Voice of the Market.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Turning detractors or passives into promoters is a great way to increase your score (and more importantly your customers’ loyalty).

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 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