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. Voice of the Customer (VOC) . Surveying During Coronavirus.

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VOC VOE Close the Loop Voice of the Customer 52

Experience Investigators

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Why is that?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program. Related Resource: Create a CX Success Statement with our CX Success Statement Workbook. How will you close the loop with the customer?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

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

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

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VOC Close the Loop Touchpoint Social Media 54

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. 3: Close The Loop With Customers .

Gaming 69

Gaming VOE VOC Close the Loop 69

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? This week's #CXChat (they happen weekly on Wednesdays at 11am PT) is all about closing the loop with customers on their feedback, and I thought it would be a great opportunity to write again about the importance of doing so.

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? And no matter what, it’s important to close the loop with the customers who participated in interviews.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. This may seem backwards, but companies that win at CX start with their employees. AI was virtually made for CX experiences. CX and company leaders must model the importance of customer-centricity and let it trickle down to employees.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

ClearAction

DECEMBER 11, 2016

CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 2 Companies that foster communication or central supervision among managers of different types of customer experience (CX) endeavors demonstrate better results than other companies. Tailor CX efforts to be logical and non-disruptive.

Net Promoter Score 73

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

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Closing the loop. Closing the loop is highly important. Best features

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC. Stay Tuned.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

Doing CX Right

JULY 24, 2019

Many customer experience (CX) experts say yes. ” Secondly, taking action and closing the loop from the insights obtained, which involves a lot of cross-team collaboration to implement improvements. Stacy, how long have you been writing about CX, in addition to your role at Schindler?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

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. Meanwhile, your CX team is gathering feedback from those same customers in a different system.

CRM 40

CRM Customer Experience Close the Loop VOC 40

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

NOVEMBER 24, 2021

This is what closing the loop is all about. . It is easier to check comments, validate data, take immediate action and close the feedback loop instantly with each customer. All the Heads of Departments, CX, Customer Success, and everyone from the product to the service need to own it. . Follow-up with them.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

Waypoint Group

DECEMBER 3, 2015

This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. Closing the loop is a must.

Gaming 40

Gaming B2B CX B2C 40

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78

SurveySensum

APRIL 5, 2022

So, if you are looking to improve CX by focusing on it in detail, then you may want to look for an end-to-end customer experience management tool and hence, the need for Surveymonkey alternatives. You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints. Voice of the Customer Tools.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. I highly recommend subscribing to her customer experience blog, Doing CX Right. .

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Close the Loop B2C VOC B2B 19

ClearAction

APRIL 18, 2020

Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey. Customer experience management , as it should be managed, is alignment of the company to customers. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

CX Journey

JULY 10, 2014

Then close the loop on your own change management process: track and measure your efforts in order to maintain a continuous improvement cycle. Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. These executives trace the deficit back to complications with their CX processes, a lack of support from C-level leadership, and a failure to integrate across the organization.”. Closing the loop is a must.

B2B 40

B2B Customer Experience B2C Close the Loop 40

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. So what does it take to build a successful closed loop feedback program?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

SurveySensum

APRIL 21, 2023

Set up notifications to address feedback to close the loop. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It is purpose-built for managing the entire CX management process to drive business growth.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Experience Investigators

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. As a CX leader, you were able to establish a strong foundation for success in the first few months of the year. . Related Resources: [Guide] CX Mission Statement Workbook.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? can all be folded into a VoC program to get answers fast. Chances are you probably know someone; and if you don't, look no further! Sean holds a Ph.D.

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VOC CEM Close the Loop Business Administration 70