Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

Execs In The Know

APRIL 14, 2022

Is Your Voice of the Customer Data Failing to Deliver Change? During this panel, Concentrix’s Marc Mandel led an in-depth discussion about maximizing Voice of the Customer (VoC) data, touching on survey design and deployment, strategies for VoC data use, and techniques for turning customer feedback into action.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Experience Investigators

APRIL 27, 2021

Customer experience is often launched with tactics instead of a strategy. or “let’s start a Voice of the Customer program!”. Consider what customer-centric brands are doing to earn customer loyalty. Customer experience is a long game and a team sport. Step One: Understand.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. What isn’t debatable is the value of coaching in customer interactions. According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance.

VOC 96

VOC Sports Voice of the Customer Case Management 96

ClearAction

OCTOBER 2, 2017

Adapt this verbal technique to the way you present voice-of-the-customer. Think of yourself as coach of a sports team to draw inspiration for your storytelling role. This is a huge pathway to making changes that will make a difference in voice-of-the-customer measures. Use it for presentations of all types.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

1 to 1

MAY 5, 2013

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice of the Customer. Gartner | 1to1 Awards.

Entertainment 42

Entertainment Sports Social Media CRM 42

Aquire

JANUARY 27, 2022

Improving customer satisfaction is a primary focus for many companies. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. How was their experience with customer service/support?

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52