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

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

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. It’s one of our favorite places to learn about every facet of consumer-first business management.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClearAction

MAY 24, 2016

Supplier Management establishes standards for qualifying as a supplier, conducts audits of product at the supplier factory or upon receipt, conducts business management and financial viability audits, provides certification levels to qualifying suppliers, and so forth. Customer Experience Enablement at GE.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

JANUARY 6, 2021

3) Stop calling customer experience management “customer experience” This is success-limiting because it mixes apples and oranges. Customer experience is something that occurs in customers’ perceptions. 10) Start seeing your customer experience index as a lagging indicator.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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

ClearAction

NOVEMBER 18, 2015

Start with the people who facilitate various facets of customer experience management : analytics, CRM, loyalty, references, service, user experience, voice-of-the-customer, and so forth. Customer-facing employees are an obvious focus, yet their success is limited or enabled by non-customer-facing employees and suppliers.

Customer Experience 59

Customer Experience Customer Experience Management Voice of the Customer Touchpoint 59