Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

PeopleMetrics

MARCH 1, 2017

Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up. A closed-loop customer feedback management system gives institutions the tools they need to take this personal follow-up and “close the loop” on each piece of customer feedback.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

PeopleMetrics

JULY 20, 2020

Customer experience should be measured the same way - continuously. After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. Start your customer experience feedback program with your most important touchpoint.

CX 163

CX CEM Close the Loop Business Administration 163

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. Business results are correlated with coordination of customer experience management methods.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop Customer Experience Management 73

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

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

Confirmit

APRIL 16, 2018

For quite some time, the default assumption has been that an organization’s Customer Experience (CX) team should be the exclusive owners of initiatives to listen to the Voice of the Customer (VoC) and improve the Customer Experience. Voice of the Customer Best Practices.

CRM 40

CRM Customer Experience Close the Loop VOC 40

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one.

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. Improve your customer service.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. Representing the voice of the customer. The customer experience team at Slack sits within the product organization.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 90

Customer Experience Net Promoter Score NPS Close the Loop 90

CX Journey

FEBRUARY 27, 2015

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I''ll take a broader stroke in this post and look at customer experience management overall. Yes, probably.

Customer Experience 86

Customer Experience Government Non-Profits Close the Loop 86

SurveySensum

FEBRUARY 16, 2023

And here, he shares his experience: Sandip Gupta , Senior Manager of Customer Experience Transformation Specialist at HCL Tech, asserts the same opinion about not color coding the NPS scale. Orgs sway from their objective of listening to the customers. That’s why closing the loop is important.

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

PeopleMetrics

AUGUST 22, 2022

The answer to keeping your customers happy is simple: close the loop. Closed-loop customer feedback provides businesses with a reliable, structured approach to collecting, analyzing, and implementing the feedback they received from customer satisfaction surveys. What is closed loop feedback?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program.

VOC 48

VOC CX Close the Loop Social Media 48

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Confirmit

JANUARY 11, 2019

Customer experience (CX) professionals always want to know more. What are customers thinking? With attention spans short and too many surveys for customers to respond to, we need to reign ourselves in a bit and look at what we already have right in front of our noses. Act on Available Data, then Close the Loop. -

Close the Loop 40

Close the Loop Contact Center Innovation CRM 40

CX Journey

JULY 10, 2014

and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. If you''re going to listen to each of these voices, then you need to use the data in a meaningful way.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Zendesk

DECEMBER 6, 2021

Instead of organizing around products, the organization puts the customer at the center of organizational decision-making. This means seeking ways to consistently and proactively deliver a positive customer experience by designing and delivering with the customer in mind. How to become a customer-first organization.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Execs In The Know

NOVEMBER 30, 2021

The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. CCOs can help champion plans and initiatives that are designed to do one thing — improve the customer experience. Close the loop on getting back equipment, shutting down system access, etc.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Confirmit

APRIL 18, 2019

Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. Can governance of the customer experience help to drive customer-centricity? -

Net Promoter Score 40

Net Promoter Score Close the Loop Customer Journey Map Government 40

Confirmit

SEPTEMBER 20, 2018

Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. Can governance of the customer experience help to drive customer-centricity?

Net Promoter Score 40

Net Promoter Score Close the Loop Customer Journey Map Government 40

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. That is what customers reward. and Customers First Drives Business Performance ).

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Confirmit

JULY 5, 2017

This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. It’s a growing area for many forward-thinking research businesses who are able to use their technological and methodological skills to ensure companies are able to drive business change from customer feedback.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

SurveySensum

DECEMBER 22, 2022

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time. It helps you retain your customers. Launch a customer loyalty program. Enhance customer experience . Enhance customer experience .

VOC 52

VOC Customer Retention Social Media Close the Loop 52

SurveySensum

JULY 27, 2023

Dynamic Pricing and Offers Expedia , the renowned travel platform, has mastered the art of dynamic pricing and offers by making the best use of customer data. The continuous feedback loop ensures that Expedia remains agile, customer-centric, and ahead of the competition in an ever-evolving travel landscape.

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

Confirmit

JULY 13, 2017

I came back to the UK in 2007, the year Confirmit acquired Pulse Train, and I started working in the Customer Experience space. We often speak of “closing the loop” in the Customer Experience environment. Voice of the Customer Voice of the Employee Market Research Company.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40