ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Radical changes in VoC management are necessary. Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. Design CX metrics as a value chain.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Fonolo

JANUARY 14, 2020

With more than 100,000 visitors a month from over 200 countries around the world, CustomerThink is a hub of resources for the customer support professional. It’s one of our favorite places to learn about every facet of consumer-first business management. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 345

Social Media VOC VOE Contact Center 345

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 3) Stop calling customer experience management “customer experience” This is success-limiting because it mixes apples and oranges.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77