ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum. Don't silo-ize CX management , especially not at the start!

Government 86

Government Customer Experience CXM VOC 86

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 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. So, are we really setting ourselves up for success in these objectives?

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

ClearAction

DECEMBER 16, 2017

For customers, process silos mean extra reading, redundant interactions, and confusion about who to go to for what, another set of things to integrate into their already busy life. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle.

Customer Experience 54

Customer Experience CXM Customer Experience Management Start-ups 54

Experience Investigators

AUGUST 9, 2022

Not only do I believe the answer is a resounding “Yes,” I’ll go so far as to say it’s imperative to customer experience success. But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

SurveySensum

JULY 2, 2023

CSAT Tools Pricing [Basic plan] G2 Ratings Ease of Use Quality of Support Ease of set up SurveySensum $49 per month 9.4 (10) The paid plans start from $49 per month. Qualtrics Qualtrics is a CX management platform that helps businesses run, analyze and act on customer feedback. The paid plans start from $34 per month.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Lumoa

MARCH 20, 2018

So let’s start! Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Actions include are short- and long-term follow-up. Why is NPS ® going up or down?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClearAction

DECEMBER 15, 2015

Company growth is the ultimate reason for customer experience management, and companies that drive organic growth are more likely to thrive in the future. Momentum is an essential aspect of customer experience strategy and governance. Related articles: Cheif Customer Officer as Change Agent.

Customer Experience 63

Customer Experience Customer Experience Management CXM Construction 63

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

So let’s start! Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Actions include are short- and long-term follow-up. Why is NPS ® going up or down?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64