Customers That Stick

NOVEMBER 10, 2014

(Note: For another perspective, check out our post Customer Before Employee, Employee Over Customer.). 5 Reasons Why Customer Feedback Matters More Than Ever - The best way to understand the customer’s perception is to ask them. Here are five reasons you should. ” 6 tips to help you answer this.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Customer Bliss

OCTOBER 17, 2018

He started by methodically gathering customer feedback that he could share with the C-Suite. He’s seen presidents in the various Equinix firms take responsibility for P&L, and sales and operations, and really tackle this work from a one-company approach. How Does the C-Suite Define Success?

CX 52

CX CX Transformation Gaming Start-ups 52

Customer Bliss

JANUARY 12, 2018

From seeing how parcel was delivered, to listening on customer contact calls, speaking to postal staff and drivers – Christine and this cross-function team were able to better understand and decide priorities based on observation and customer feedback. . Bind Your Team Together. Empower people on the front line.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), It’s kind of the reverse of a lost-sale-analysis.

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Customer Bliss

DECEMBER 14, 2018

It was extremely important for her to be able to speak on behalf of the customer and partners, so she could understand what was and wasn’t working, and communicate that back to her team. You need to understand the culture in which your business is operating and how customers and business partners receive you.

CX 48

CX CX Transformation Voice of the Customer Engineering 48

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Customer Bliss

MARCH 8, 2018

Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle. During Charlotte’s “day in the life” process, she deliberately walked the C-Suite through the lifecycle of the customer.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

OCTOBER 31, 2018

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 Companies do marketing, sales and CRM – the customer does the experience!

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64