Experience Investigators

OCTOBER 17, 2023

A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. Customer experience (CX) has become a critical factor in the success of businesses worldwide. WHY are we collecting feedback ?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Customer Bliss

DECEMBER 14, 2018

Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. This focus on the customer first has really taken things to a new level for the organization, “to a level of maturity that’s well beyond what we ever could’ve done in the past.

CX 48

CX CX Transformation Voice of the Customer Engineering 48

CX Journey

SEPTEMBER 7, 2017

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. Image courtesy of Pixabay Do you know the top three secrets of VoC success? Check it out.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels. 5) Empower yourself.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

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 So, what should we expect in the nearest future?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CX Journey

AUGUST 13, 2015

We also need to make sure we capture what the customer is thinking and feeling, and he is the only one that can tell us that. The map is a catalyst for your CX transformation – and identifying those points is critical to doing that. Through validation, we confirm that these are the customers’ steps. Stay tuned for that.)

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of 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 178

Net Promoter Score Customer Experience B2C Social Media 178