Experience Investigators

OCTOBER 17, 2023

However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

PeopleMetrics

AUGUST 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. Become More Customer-Centric Today. Do you want to be more customer-centric?

Customer-Centric Organization 124

Customer-Centric Organization Customer Feedback Start-ups Customer Experience 124

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

AUGUST 18, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. Become More Customer-Centric Today. Do you want to be more customer-centric?

Customer Experience 112

Customer Experience Customer-Centric Organization Customer Feedback Sales 112

SurveySensum

JULY 2, 2023

Similar is the case with customer-centric businesses. If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

PeopleMetrics

AUGUST 11, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. Become More Customer-Centric Today. Do you want to be more customer-centric?

Customer Experience 112

Customer Experience Customer-Centric Organization Customer Feedback 112

Lumoa

JANUARY 23, 2018

Text analytics helps in understanding the feedback. What is text analytics, or text mining, and why is it so relevant in the context of customer feedback analytics? Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Learn More.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

PeopleMetrics

AUGUST 4, 2014

It’s a two-step process: Every year, we use our Voice of the Customer client feedback software and technology to pick out the clients that have received the highest rate of Recognize alerts (read more about a closed-loop system and action alerts here). Become More Customer-Centric Today. Customer Experience'

Customer-Centric Organization 48

Customer-Centric Organization Customer Feedback Voice of the Customer Customer Experience 48

CX Journey

APRIL 3, 2019

What is customer understanding? Share customer feedback with employees; don't keep it from them. Tell customer stories and stories of great experiences to teach and to inspire employees to deliver the experience they need to deliver. . Communication needs to be open and ongoing.

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60

Qualtrics

NOVEMBER 16, 2021

This allowed bolttech to understand the how and why behind customer behaviors, enabling the company to make targeted improvements to its CX that are proven to improve business outcomes. With real-time access to customer feedback, our team can immediately close the loop with customers. Drive accountability and action.

Customer Experience 26

Customer Experience Close the Loop Scorecard Customer-Centric Organization 26

CX Journey

APRIL 3, 2019

What is customer understanding? Share customer feedback with employees; don't keep it from them. Tell customer stories and stories of great experiences to teach and to inspire employees to deliver the experience they need to deliver. . Communication needs to be open and ongoing.

Customer-Centric Organization 32

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 32

Qualtrics

FEBRUARY 1, 2019

Slack has been listening to customer feedback since its inception and was founded because of customer complaints with email. The company focuses on customer-facing metrics like NPS , instead of its bottom-line, and it integrates them throughout the business, helping to inform their most critical decisions.

Innovation 20

Innovation Machine Learning Customer-Centric Organization NPS 20

Help Scout

JUNE 5, 2019

How is customer-centric marketing unique? Maybe you’re thinking that customer-centric marketing sounds pretty similar to how you already do things in your company. You do user research, collect customer feedback, and think about how to convert prospects to customers by speaking their language.

Start-ups 40

Start-ups Customer-Centric Organization Social Media Sales 40

SurveySensum

MAY 2, 2024

Lines snaked around stores, social media exploded, and Ben & Jerry’s proved that customer voices weren’t just heard. This is the power of effective customer feedback. So, calculate and analyze your NPS score and boost your customer loyalty with SurveySensum! They were transformed into a delicious reality.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Intercom, Inc.

MARCH 14, 2019

6 ways to create a customer-centric culture. Listen to the voice of the customer. Former General Electric CEO Jack Welch was famously obsessed with customer feedback. Leela takes a similar tack, and believes customer feedback is the number one advantage you have to stay ahead of the competition.

Customer Acquisition 178

Customer Acquisition Customer Feedback Customer-Centric Organization Construction 178

Aquire

NOVEMBER 17, 2021

Provide superior customer service 6. Be a customer-centric organization 9. Survey customers properly. Create a customer loyalty program. Loyal customers should be rewarded appropriately for being long-term advocates of your brand. Be a customer-centric organization.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

Comm100

DECEMBER 1, 2017

A substantial 65% of businesses prioritize investing in solutions that measure customer satisfaction and loyalty as part of achieving the number three contact center priority: increasing voice of the customer strategy. Other key investments include the good old customer feedback survey.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Zendesk

DECEMBER 1, 2020

To unlock impactful change, customer-centric organizations take an integrated approach, linking customers’ needs to transformation. Businesses need to be clear on who buys their products and what their customers need,” said Nishanth Babu, VP of Product Growth and Monetization, Zendesk.

AI 98

AI Technology Technology Artificial Intelligence 98

PeopleMetrics

JULY 9, 2014

This amazing act of employee-customer love stuck with me and I asked them how I could ever repay them for their efforts. “We really appreciate and value customer feedback.” The employee from the Bicycle Stable did not need to track me down since I was not a customer. Customer Experience'

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

Zendesk

APRIL 12, 2021

A culture centered on customers will inherently be more flexible than one that isn’t, because evolving to suit buyers’ changing expectations is necessary for a customer-centric organization. “If Regardless of which OCAI culture your team most identifies with, there’s a way to make it customer-centric.

Net Promoter Score 98

Net Promoter Score Start-ups Customer-Centric Organization Social Media 98

CX Journey

FEBRUARY 5, 2019

You will typically select known issues or pain points – for the customer and for the business – that are low-hanging fruit to start with; next, you might select journeys based on areas of importance to your customers during which your company’s performance is known to be less than optimal (based on customer feedback).

Customer Journey Map 35

Customer Journey Map Transportation Customer-Centric Organization Start-ups 35

PeopleMetrics

OCTOBER 25, 2017

Measuring customer feedback is the first step to measuring up to your customers’ expectations. Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Don’t live in the gap.

CEM 122

CEM Customer Experience VOC Scorecard 122

SurveySensum

APRIL 7, 2023

Here are some specific ways that tying compensation to customer feedback can help build a customer-centric culture: It encourages employees to focus on the customer It creates a sense of accountability, where employees take ownership of their work and go above and beyond to ensure customer satisfaction.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Customer Feedback 52