Second to None

FEBRUARY 1, 2019

Thus, the difference in the financial growth between two similar brands could lie in their ability to build and maintain of a network of trustworthy Promoters. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Transform your data into insights to transform the customer experience into one that will delight your customers. Data must be synthesized. Geoffrey Moore.

Customer Experience 71

Customer Experience Customer Journey Mapping 2014 Voice of Customer 71

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

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

Lumoa

FEBRUARY 6, 2018

The top challenges that companies should be aware of in 2018, I see are: That senior leadership teams view CX as a passing fad or a short term campaign, and do not truly understand the enormous value a customer-centric approach to business brings – be it engaged employees, retained customers with increased share of wallet or new customers.

2018 129

2018 Customer Experience Customer Centricity Culture 129

CX Journey

JANUARY 22, 2016

I recently wrote about the many voices of customer experience, all important to total customer understanding. Those voices come from customers, partners, employees, and customers through employees. (And then act on what you hear and let them know what you've done.)

Innovation 59

Innovation Voice of Customer 2015 Books 59

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?

ROI 54

ROI Feedback Insights Financial 54

Lumoa

OCTOBER 31, 2018

These new technologies are here to stay and we’re wise to vet and implement them carefully, testing frequently to ensure they are truly improving the customer experience rather than detracting from it. Three words: voice of customer. Stop surveying your customers and start listening to them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

FEBRUARY 15, 2019

You take the number of remaining customers at the end of the period and divide it by the number of customers you initially started with. Retention rate is a valuable metric for predicting financial growth and highlighting loyal customers. The final step is to multiply that number by 100. Why is it Useful?

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Retently

AUGUST 9, 2018

How much do you focus on customer retention? Do you dedicate enough manpower, time, and financial resources to this business aspect? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients.

Feedback 104

Feedback Insights CEM Net Promoter Score 104

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.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101