CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. When staff members are rude to customers. Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. Grow Alerts.

VOC 78

VOC Close the Loop CEM Business Administration 78

Experience Investigators

OCTOBER 17, 2023

However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! It’s to make real changes.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Experience Investigators

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! And while they’re at it – create a customer-centric culture!

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! And while they’re at it – create a customer-centric culture!

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

ClearAction

JANUARY 20, 2020

Use customer surveys to validate the workflow metrics tied to customer advocacy. 10) Close the Loop with Your Customer Base. Closing the loop with Detractors is a good idea, but by definition it won’t lead to massive business results. 16) Ask for Feedback as Often as You Create Change.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Experience Investigators

MARCH 23, 2021

Never dealing with customers. It’s shockingly easy, in today’s business environment, to never actually interact with customers. Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! Visit your contact center when you feel out of touch.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

ClearAction

JANUARY 20, 2020

Use customer surveys to validate the workflow metrics tied to customer advocacy. 10) Close the Loop with Your Customer Base. Closing the loop with Detractors is a good idea, but by definition it won’t lead to massive business results. 16) Ask for Feedback as Often as You Create Change.

CXM 90

CXM Non-Profits Close the Loop CX 90

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. You can apply all the same analytics as you can to any other customer data, plus you can close the loop with customers and respond to them on their chosen platform without ever leaving your Qualtrics account.

Innovation 39

Innovation Close the Loop Social Media NPS 39

ClearAction

NOVEMBER 16, 2023

Even before the pandemic, non-customer-facing managers typically saw VoC as something unrelated to their work or revealing issues too big to tackle. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants. Another hindrance to manager participation is VoC reporting.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Qualtrics

DECEMBER 11, 2019

From pricing studies to customer feedback surveys, everything is pre-built and ready to go, from the survey questions to the reports and dashboards. In 2019, we made that a reality with the launch of the XM Marketplace — a one-stop-shop for more than 50 expert-designed projects ready straight out of the box.

Social Media 26

Social Media Unstructured Data Close the Loop Innovation 26