Customer Experience Management Customer Feedback Gaming VOC 
PeopleMetrics
MAY 24, 2018
After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.
SurveySensum
JANUARY 9, 2024
These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.
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PeopleMetrics
JULY 10, 2018
In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Customer Touchpoints.
CX Journey
MARCH 17, 2015
Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? I think when you start doing that, you start disrespecting the game.
ClearAction
APRIL 18, 2020
Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.
SurveySensum
JANUARY 20, 2021
How should you kick off a VOC program? They are skilled in acquiring customers but they struggle a lot in retaining those customers. they aren’t listening to the customer feedback! For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche?
Lumoa
FEBRUARY 9, 2023
Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Long-term actions are based on the analytics results of customer feedback.
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