Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. Design better customer experiences from listening to customers.

Social Media 195

Social Media Leadership Customers Brands 195

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

2008 71

2008 2010 Customer Satisfaction Fashion 71

Alida

JULY 29, 2021

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Customer Experience 246

Customer Experience Customers Brands Customer Service 246

Customer Bliss

APRIL 27, 2016

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Education, or your background and ‘vetting’ This four-pronged model is based on getting others to listen to you. Practice active listening.

Leadership 173

Leadership Social Media 2016 Customers 173

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. And yes, there is a huge difference between hearing and listening.

Customer Experience 163

Customer Experience Loyalty Feedback Customers 163

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Customers Feedback Customer Experience 59

SaleMove

MAY 19, 2020

The role of a Customer Service Agent can be daunting. Customers today have a lot of access to information and services online so they can resolve more straightforward questions on their own. In this era of the super-customer, it has never been more important to train contact centers to practice Active Listening.

Customer Service 76

Customer Service Contact Center Customers Presentation 76

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. I am defining the word “listening” quite broadly. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying.

B2B 52

B2B 2020 B2C Feedback 52

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Customers feel valued because you value their opinion. They have gotten annoying.

Social Media 158

Social Media Hospitality Airlines Hotels 158

Alida

JUNE 10, 2020

Customers expect them to do things differently and by listening closely to customers and adapting quickly, they’re able to stay one step ahead of their competition. Virgin Money UK is not a traditional bank.

Banking 130

Banking Customer Expectations Customers Customer Experience 130

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

The DiJulius Group

JUNE 28, 2023

What does it really mean to listen to your customers and harness the power of their voice? In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics.

Article 52

Article Customers Insights Customer Service 52

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. Think about it.

Customer Voice 81

Customer Voice Innovation Leadership Workshop 81

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

Effort Score 181

Effort Score Customer Journey Social Media Measurement 181

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Alida

AUGUST 4, 2022

In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences.

Customer Experience 130

Customer Experience Employee Experience Insights Customers 130

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer? What is the Voice of Customer Process?

Voice of Customer 558

Voice of Customer Net Promoter Score Social Media Call Center 558

inmoment

JUNE 10, 2020

Customer needs, wants, and expectations are changing rapidly, and brands that want to keep up need to aggressively monitor customer commentary if they hope to continue providing the experiences that those individuals seek. I Hear You. Options like these can be included in both surveys and in-app digital intercepts.

Social Media 52

Social Media Feedback Touchpoint Brands 52

Customer Bliss

AUGUST 18, 2015

To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. Issues and opportunities will always be in reference to customers when they are presented by the stage of the experience. There is power in convergence.

Presentation 215

Presentation Reference Feedback Customers 215

Alida

JANUARY 26, 2023

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130

Insurance Customer Satisfaction Interaction Customers 130

Experience Investigators by 360Connext

FEBRUARY 15, 2016

You see a customer heading your way to complain. The post 3 Ways to Boost Your Customer Service Listening appeared first on Customer Experience Consulting. The post 3 Ways to Boost Your Customer Service Listening appeared first on Customer Experience Consulting. In any […].

Customer Service 110

Customer Service Consulting Feedback Customers 110

SaleMove

MAY 19, 2020

The role of a Customer Service Agent can be daunting. Customers today have a lot of access to information and services online so they can resolve more straightforward questions on their own. The post Active Listening Applied to Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Blog Customers Information 52

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? To understand your customers and to get the most out of what they’re telling you, your survey design strategy needs to be spot on. Build Better Surveys to Improve Customer Experience . How will I act on this feedback?

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Multi-Channel 52

Multi-Channel Feedback Touchpoint Customers 52

Customer Bliss

APRIL 30, 2015

The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You have the information right at your fingertips.

Feedback 196

Feedback Call Center Financial Customers 196

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. Where the Drive for Data Came From.

Connections 529

Connections Customers Insights Loyalty 529

Totango

JUNE 12, 2020

Here are 5 ways to practice more effective listening skills whether you’re meeting with customers, partners, or teammates, especially during virtual meet-ups. . Manage chat time by leading with listening. . Watch your speaking to listening ratio. Aim for 80% listening and 20% speaking. But who’s got the time?

Fashion 62

Fashion Presentation Customers Connections 62

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 493

Voice of Customer Consulting Innovation Insights 493

OpinionLab

AUGUST 31, 2015

When did listening to customers become so complicated? Asking your customers what they thought about your brand used to be pretty easy. If you wanted your customer’s perspective on your website, you picked a random sample of visitors and popped up a feedback survey. The empowered customer happened.

Omnichannel 103

Omnichannel Voice of Customer Innovation Feedback 103

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Picking Your Audience.

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

Think Customers

NOVEMBER 15, 2015

Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

McorpCX

JUNE 30, 2022

Customer feedback is essential for making informed decisions. Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your products, services and employees. This knowledge is essential for creating great customer experiences.

Feedback 52

Feedback Insights Customers Information 52