GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

2019 210

2019 Customer Voice Net Promoter Score Feedback 210

GetFeedback

MARCH 20, 2019

The customer voice is at the core of any successful customer experience (CX) program. Here's how to measure customer voice. Articles

2019 150

2019 Customer Voice Measurement Customer Experience 150

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

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Leadership 2020 Customer Voice Insights 72

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Leadership 70

Leadership 2020 Customer Voice Insights 70

One Millimeter Mindset

DECEMBER 22, 2020

Well, are you really listening and responding to your customers’ voice? After all, it is one narrative to tell people you listen to your customers’ voice. Alternately, it is a completely different narrative when you listen, as well as respond, to your customers’ voice.

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2020 Customer Voice 2021 Workshop 83

Talkdesk

DECEMBER 6, 2017

Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response. For businesses, the delay associated with these communication channels carries the risk of simply contacting your customers without really connecting with them. Connect to your customers in real time with a personal touch. Call Center Customer Service Sales Talkdesk

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2017 Magazine Contact Center Customer Relationships 40

Heart of the Customer

OCTOBER 15, 2020

It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. Your Ability to Please Your Customers appeared first on Heart of the Customer.

2020 167

2020 Insurance Consumers Customer Relationships 167

Heart of the Customer

OCTOBER 29, 2020

Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer. CX Program Strategy Interviews with CX Experts Surveys & Feedback B2C Best practices business problem conference Customer Experience customer feedback customer relationship customer satisfaction customer voice CX event Executives Surveys

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B2C 2020 Loyalty Feedback 120

ERDM

JULY 24, 2017

Article by Ernan Roman Featured on CustomerThink.com “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.” So, the action companies must take is to share customer listening insights across all departments involved in product development and marketing.

2017 40

2017 Customer Voice ROI Insights 40

Heart of the Customer

JUNE 3, 2022

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why is the customer retention rate lower than projected for certain product lines?

2022 78

2022 Customer Retention Sales Feedback 78

Heart of the Customer

JUNE 18, 2020

our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer. Back in February (which feels like a century ago!),

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2020 Customer Focused Customer Voice Customers 107

Heart of the Customer

NOVEMBER 16, 2018

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Journey Map CX vision Employee and Customer Engagement Minneapolis CX Voice of the Customer brainstorm customer customer journey customer voice CX employee engagement Jim Tincher journey map journey mapping silos workshop

2018 104

2018 Workshop Customer Journey Mapping Customer Journey 104

Heart of the Customer

JANUARY 8, 2021

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. The post Fun Read/Flawed Approach (Book Review) appeared first on Heart of the Customer.

Books 88

Books 2021 Customer Journey Mapping Customer Experience 88

Heart of the Customer

JANUARY 22, 2020

The post Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises appeared first on Heart of the Customer. SEATTLE, Jan.

2020 88

2020 Innovation ROI Consulting 88

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT).

2020 77

2020 Consulting Voice of Customer Article 77

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but […].

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Metrics 2019 Books Customer Focused 98

Heart of the Customer

NOVEMBER 14, 2018

appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Experience Surveys Customer Journey Map Customer Personas CX vision Employee and Customer Engagement Minneapolis CX Voice of the Customer anniversary customer customer journey customer voice CX employee engagement Jim Tincher journey map journey mappingWhat is journey mapping?

Workshop 99

Workshop 2018 Customer Journey Mapping Customer Journey 99

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.

2019 104

2019 Customer Journey Mapping Marketing Management 104

Heart of the Customer

APRIL 29, 2019

The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience Customer Experience Surveys Customer Journey Map CX vision Employee and Customer Engagement Minneapolis CX Voice of the Customer choosing a journey consumer journey customer customer experience tip customer interview customer journey customer relationship customer voice journey map journey mapping

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2019 Workshop Marketing Customer Journey Mapping 92

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […]. Using Video to Bring the Customer Experience to Life appeared first on Heart of the Customer.

2019 89

2019 Customer Experience Customer Journey Mapping B2B 89

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. Customer Experience Customer Journey Map CX vision Minneapolis CX Resources conference consumer journey customer customer journey customer voice CX engagement event Jim Tincher journey map journey mapping workshop

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2019 Books Workshop Customer Journey Mapping 84

Heart of the Customer

JUNE 26, 2019

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. The post Worst Example of Inside-Out Thinking Contest appeared first on Heart of the Customer. Customer Experience contest customer customer voice CX inside out thinking

2019 92

2019 Customer Voice Customer Experience Customers 92

Heart of the Customer

MARCH 28, 2019

You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. appeared first on Heart of the Customer. Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics.

2019 89

2019 Books Customer Journey Mapping Customer Journey 89

Heart of the Customer

JANUARY 16, 2019

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity? appeared first on Heart of the Customer. But that’s a qualitative response, informed largely by the great work I see our clients doing.

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2019 Customer Experience Information Customers 87

Heart of the Customer

JUNE 10, 2019

Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]. The post What Wells Fargo (and the Rest of Us) Can Learn from Samsung appeared first on Heart of the Customer. “Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? pause] Yes, pretty much everybody, in every plane trip, for about a year.”

2019 84

2019 Customer Care Culture Marketing 84

Totango

JUNE 4, 2019

Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. What is Voice of Customer?

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Voice of Customer 2019 Net Promoter Score Fashion 78

Heart of the Customer

FEBRUARY 12, 2019

Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. I interviewed her to better understand their role, and how they help Prime improve the customer experience. The post Interview with Marlanges Simar appeared first on Heart of the Customer. Prime manages pharmacy benefits on behalf of health plans, employers and government programs.

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2019 Government Management Customer Voice 83

Forrester's Customer Insights

APRIL 22, 2020

This move will also help Medallia customers overcome one of […]. Age of the Customer voice of the customer (VOC) Customer Experience (CX) customer service

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2019 Customer Insights Insights 2020 54

Heart of the Customer

JANUARY 10, 2019

In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. The post Journeys are for Action, not Maps appeared first on Heart of the Customer. Customer Centric Culture Change Voice of the Customer Customer Experience customer journey customer voiceGiven our focus and expertise on journey mapping, I’m commonly asked to review these types of reports.

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2019 Customer Voice Customer Centricity Customer Journey 79

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Your Third Journey Mapping Question appeared first on Heart of the Customer.

2019 83

2019 B2B Books Customer Journey Mapping 83

Heart of the Customer

DECEMBER 4, 2018

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t.

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NPS Net Promoter Score 2018 Effort Score 74

Heart of the Customer

JULY 1, 2019

The post Is Your Customer Experience Program Making Your Customer Experience Worse? appeared first on Heart of the Customer. Customer Experience CCW customer customer experience tip customer feedback customer voice CX CX tip engagement feedback NPSWe launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found.

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Hotels 2019 Books Customer Experience 60

One Millimeter Mindset

APRIL 13, 2021

She leverages Voice of the Customer and storytelling to translate across communication and collaboration disconnects impacting successful business outcomes across people and professional disciplines. How’s it going? Are you bringing out the cross functional best in your teams?

2021 84

2021 Consulting Presentation Engagement 84

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

Customer Journey Mapping 76

Customer Journey Mapping B2B 2019 Customer Journey 76

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

2019 74

2019 Books Workshop Customer Journey Mapping 74