ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. What is a value chain? That is mutual value creation.

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132