Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 49

Customer Experience Sales Customers ROI 49

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. How did you come to focus on customer-centric roles? I was (and always will be) customer first.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

SmartKarrot

APRIL 21, 2022

CCO (Chief Customer Officer) – Leading the customer grievances to the top management. Chief Customer Officer or CCO is the latest addition to the C-suite responsible for spearheading and managing customer relationships across the lifecycle. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

CCO (Chief Customer Officer) – Leading the customer grievances to the top management. Chief Customer Officer or CCO is the latest addition to the C-suite responsible for spearheading and managing customer relationships across the lifecycle. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Improved decision making.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101