ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. Who's Benefiting ?

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. Workshops, change management, collaboration, and organizational learning will be involved.

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

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

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A deep understanding of customer measurement (e.g., How long should a transactional customer feedback survey be?

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

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

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. Discover our award-winning Customer Experience (CX) blog: [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. sessions: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

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

Confirmit

JUNE 13, 2017

Building a business case for a Voice of the Customer program is a daunting task. Join Tim Barker, Director, Customer Experience Management, Confirmit and Dave King, President, Americas, Confirmit as they give practical advice illustrated with real examples in this webinar to help you: Plan your approach.

Voice of the Customer 40

Voice of the Customer VOC Customer Experience Management Customer Experience 40

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

APRIL 1, 2015

Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. There are very real risks in failing to implement customer experience solutions.

Customer Experience 109

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 109

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

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

PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. 42 points worth!). What’s an Outcome Measure?

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

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

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

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Is “customer experience strategy” like the Wheel of Fortune spinner? As such, for instance, it’s a misnomer to claim that digital marketing is customer experience strategy. It spans the end-to-end customer life cycle. Lynn Hunsaker.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

Data Mining 78

Data Mining CXM VOC Education 78

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

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

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it. We just buttoned up a study about customer experience in the banking industry.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

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 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Customer Knowledge (ways of understanding customers).

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

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

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

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Customer Knowledge (ways of understanding customers).

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

ClearAction

OCTOBER 25, 2015

Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year.

Customer Experience 88

Customer Experience Customer Experience Management Outlook Customer Journey Map 88

PeopleMetrics

MARCH 25, 2015

Waffling on the investment in a formal customer experience management solution. What are some of the symptoms of customer experience woes? No one knows if customer issues get resolved. To develop a consistently good customer experience, employees need to be encouraged to take responsibility of customers.

Customer Experience 94

Customer Experience Customer Feedback Voice of the Customer Gaming 94

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54