Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Maybe it is.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Related articles: B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link]. YouTube: [link].

CX 62

CX CXM Voice of the Customer Customer Experience Management 62

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So What is VoC?

VOC 210

VOC CEM CX Customer Feedback 210

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

CXM 66

CXM CX Customer Experience B2C 66

PeopleMetrics

JUNE 10, 2021

And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

PeopleMetrics

APRIL 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. The early stages of customer experience management are all about beating the figurative drum. Put customer feedback on every agenda.

Customer Experience 102

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 102

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. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Download the chart from this video. ? ? ?.

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service CX 117

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Hi everybody!

CX 70

CX CEM Business Administration Machine Learning 70

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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

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. Empower your employees.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

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

Confirmit

FEBRUARY 19, 2020

Has customer experience stalled? You should see this as a great opportunity to step up to the challenge and create a truly differentiated program that delivers: a holistic customer view. 33% Laggards), the lessons we gain from their insights prove invaluable in helping us carve the way to better customer experience management.

CX 52

CX Voice of the Customer Start-ups Customer Experience Management 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Experience Investigators

AUGUST 9, 2022

Can this principle apply to customer experience? 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. That’s why CX leaders must do everything they can to be proactive about their customer experience strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. No one is exempt from playing a critical role in customer experience excellence.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

CX 52

CX VOE VOC Voice of the Customer 52

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed?

CXM 118

CXM Customer Experience CX Customer Experience Management 118

ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. is grounded in customers’ realities.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. I’d like to see HR be an active contributor to the CX vision.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. What is affecting one will affect the other.

VOE 148

VOE VOC CX CEM 148

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. Business-to-Business Customer Experience. Advice This Past Year. Highlights.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through Executive Sponsorship.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want. New Wisdom for Voice of the Customer.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Here are highlights to accelerate and maintain your success: Customer Experience Strategy.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

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. Prioritization of potential customer experience improvements is also important.

Customer Experience 92

Customer Experience Net Promoter Score NPS Close the Loop 92