Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback do we want?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Experience Investigators

MARCH 8, 2021

To get the most out of a customer experience learning path for your employees, it’s great to start with the basics and get the foundation right. That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. . Path 1: Customer Experience 101. How Do We Know?

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

CX Journey

FEBRUARY 17, 2015

So, based on the definition above, I probably don’t need to explain why it’s important to talk to stakeholders as you begin to build out your VOC strategy, but I know that many companies skip this very important step in the process. Stakeholders might be supporters, opponents, influencers, and/or beneficiaries of these VoC efforts.

VOC 62

VOC CX Government Customer Journey Map 62

Lumoa

JANUARY 19, 2023

These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals. Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Where do you begin?

VOC 65

VOC Customer Journey Map Touchpoint Government 65

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.

Innovation 40

Innovation CX Net Promoter Score NPS 40

ClearAction

JUNE 18, 2016

Source: ClearAction ” target=”_blank”>Business-to-Business Customer Experience Management Best Practices Study. Why are we “content” that our voice-of-the-customer (VoC) reflects a fraction of what really happens in our customers’ decision-making? Hence, a VoC portfolio is needed.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

CX Journey

FEBRUARY 13, 2019

Can you map actual customer steps, not just stages and touchpoints? Does it allow you to capture not only what the customer is doing but also what the customer is thinking and feeling? Can you display the persona for which you are mapping right there with the map?

Customer Journey Map 38

Customer Journey Map VOC Start-ups Touchpoint 38

CX Journey

FEBRUARY 13, 2019

Can you map actual customer steps, not just stages and touchpoints? Does it allow you to capture not only what the customer is doing but also what the customer is thinking and feeling? Can you display the persona for which you are mapping right there with the map?

Customer Journey Map 32

Customer Journey Map VOC Start-ups Touchpoint 32

ClearAction

DECEMBER 31, 2015

. “Here are 3 keys to getting B2B customer experience management right: capture the whole buying decision equation, integrate influencers’ inputs to paint an accurate picture, and ensure post-purchase customer experience consistency.” ” Customer Experience ROI Opportunities in B2B Touchpoints.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) They become the backbone of your customer experience management efforts.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

CX Journey

JULY 10, 2014

Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. What is the right data?

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. SaleMove; Twitter: @salemove.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Experience Investigators

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journey Map 52

Customer Journey Map VOC Touchpoint Innovation 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience! Comments are Customer Experience Gold.

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. We think the customers’ experience is about touchpoints with our company, but that’s just one of many aspects of a customers’ experience!

Customer Journey Map 77

Customer Journey Map Customer Experience VOC Voice of the Customer 77

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

SurveySensum

FEBRUARY 10, 2022

Identify the high impact journey. Design your CX program. Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Engage with the detractors.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Identify the high impact journey. Design your CX program. Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Engage with the detractors.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52