Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Related Article: Why Journey Map?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Experience Investigators

JULY 20, 2021

Closing the loop with customers in a consistent way. Including customer feedback from sources where customers share on their own into the Voice of the Customer program. Empowering employees to make better decisions based on the Voice of the Customer (VoC) program.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

PeopleMetrics

FEBRUARY 25, 2022

However, when developing a customer experience strategy, you'll encounter other elements that might need more explanation. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. How a CSAT survey can look like. Image by Retently.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. No doubt you want to make every customer experience as great as possible.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114