Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. Consumers were more connected than ever before, and as their access to information and resources grew, so did their expectations. The Age of the Customer continues today—and the data shows it.

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

PeopleMetrics

MARCH 1, 2017

But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up. Takeaways.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

CX Journey

FEBRUARY 23, 2016

For B2B customer experience leaders, the customer service touchpoint is the most important point in the customer experience lifecycle. They also know they will need to redesign and reinvent the service and support experiences to keep up with customer expectations. Definitely an interesting report. Kate Leggett.

B2B 56

B2B Customer Experience Contact Center B2C 56

Provide Support

APRIL 13, 2016

Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Some companies lead the way and set the bar of customer expectation very high.

Customer Relationship 43

Customer Relationship Social Media Age of the Customer Customer Expectations 43

Callminer

FEBRUARY 27, 2019

.” — Neil Davey, The Nine Steps to Designing a Voice of the Customer Programme , MyCustomer; Twitter: @MyCustomer. . . Realize the type of response that your customer craves. It is undoubtedly true that customers are better informed. “As

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174