PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Everyone Wins with VoC. Switching from CSAT to VoC. Continuous.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. In many cases, the customer experience has completely shifted to digital modes. A Fresh Look.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Video is what most engages customers. Contact PeopleMetrics: About the Author.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. In this PeopleMetrics LIVE! YouTube: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

PeopleMetrics

NOVEMBER 9, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

Experience Investigators

JULY 20, 2021

Typically, this means collecting customer feedback. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. Technology has created a new age. 42 points worth!).

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

Lumoa

JUNE 30, 2022

There are three big things you can do to promote the customer experience across your company: Measure the impact that CX has on financial or business metrics Proactively advocate for CX across the company Develop the CX team so that you can represent the voice of the customer. Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

PeopleMetrics

AUGUST 31, 2018

Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). CX is holistic and covers a wide number of touchpoints. Click here to download the book.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

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.

CEM 66

CEM VOC Touchpoint Social Media 66

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

CEM 48

CEM VOC Business Administration Machine Learning 48

SurveySensum

APRIL 5, 2022

SurveyMonkey is still a generic software that doesn’t do any better to enhance the customer feedback management process. 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.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

Confirmit

APRIL 15, 2019

In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house. How to think differently about customer feedback, focusing on connecting data not constantly collecting more. VoC Specialist, Confirmit. VoC Specialist, Confirmit.

CX 40

CX VOC Finance Voice of the Customer 40

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Robust processes and tools are necessary for strategic action on VoC data.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Customer Feedback 59

Customer Feedback VOC Voice of the Customer Customer Experience 59

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). Voice of the Customer.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Zendesk

DECEMBER 6, 2021

There are many ways positive customer experiences drive revenue, growth, and loyalty. How to become a customer-first organization. Being customer first means investing in and executing a strong customer experience management strategy. Know who you are to your customer.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

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.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Experience Investigators

AUGUST 9, 2022

Customer experience is seen as the act of collecting customer feedback and reporting it internally. It’s important to understand the customer feedback strategy as part of the larger customer experience. Collecting customer feedback is a piece of the puzzle. A strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? That’s customer-centricity. Pace Asking and Acting. Cash in the Attic.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

ClearAction

APRIL 3, 2015

Traditional HR roles – hiring, development, recognition — can be of greater value to the company when they are managed within the context of the company’s CX goals. You must have alignment between your actual candidate experience and your desired customer experience. —@tcrawford. —@clearaction.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

ClearAction

SEPTEMBER 27, 2018

Every manager should think of their responsibility as a 3-legged stool: accountability for customer experience ripple-effect plus talent plus resources. Use voice-of-the-customer to help your talent in every role to understand customers’ expectations. Innovation — Creating Mutual Value.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

CX Journey

JUNE 22, 2017

They become the backbone of your customer experience management efforts. Why do you need a customer journey map? Journey maps provide clarity for the entire organization, helping to provide that clear line of sight to customers and ensuring that each employee understands how he impacts the customer experience.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

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?

VOC 52

VOC Sentiment Analysis B2C Social Media 52

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

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.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54