PeopleMetrics

AUGUST 22, 2022

Closed loop feedback can improve your business’ performance and your overall customer experience (CX). CX consists of all of the interactions you have with customers and the ways which those interactions shape their perceptions of and feelings towards your business. Customer Identification. Case Management.

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Bill Quiseng CX Expert, Speaker & Consultant. Shep Hyken , CS & CX Expert, Keynote Speaker, and NYT Bestselling Author at hyken.com. Voice of the Customer (VOC).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Shep Hyken

DECEMBER 27, 2022

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is meant by customer centricity? Why is voice of customer so important? Are customer surveys worth it? What does the voice of the customer mean in business?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Lumoa

FEBRUARY 6, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

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

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 Never underestimate the customers expectation in CX. It will be growing and growing.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Shep Hyken

JANUARY 25, 2022

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. So how can companies gather these valuable insights from their customers?

VOC 57

VOC Voice of the Customer Customer Feedback CX 57

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. Before you do anything else, you need to understand your critical issues and drivers.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

PeopleMetrics

JUNE 12, 2015

So let’s take a look at why it's important to develop customer understanding before you jump into transactional customer surveys. Understanding helps you segment and prioritize your customer types. Customer understanding helps clarify what you’re trying to accomplish, and for whom. Image Credits.

Voice of the Customer 115

Voice of the Customer Customer Survey Customer Experience Management Customer Experience 115

Confirmit

MARCH 12, 2019

This year there was a lot of emphasis on engaging with customers across both B2B and B2C markets, including gamification, brand value, social media and more. All of which are a huge issue for CX teams too – and in many companies, marketing is the home of CX. Inevitably, one of the biggest topics of conversation was GDPR.

Voice of the Employee 56

Voice of the Employee B2C Social Media Voice of the Customer 56

CSAT.AI

APRIL 5, 2023

Customer Effort Score (CES) : This metric measures the perceived effort required by customers to get their issues resolved. Quality Management (QM): Monitoring, measuring, and improving the quality of interactions between customers and customer service representatives, and the overall customer service experience.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Customer Service Life

JULY 9, 2018

One of the benefits is the ability to more completely hear the voice of the customer. Whereas in traditional tools a customer’s email, chat, and phone history might potentially live in three (or more) disparate systems, imagine how powerful it would be to have the complete customer history in one central place.

Omnichannel 60

Omnichannel Machine Learning Voice of the Customer Customer Survey 60

ClearAction

DECEMBER 16, 2017

This series of monthly B2B CX articles explores the nuances of business customer experience. If the purpose of customer surveys is to accurately monitor customers’ likelihood of rebuying, then you must gain an understanding of each influencer’s expectations and sentiment. B2B Customer Experience: Do This, Not That.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

JANUARY 20, 2020

Customer experience management is defined by your company. Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Related articles: B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 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

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

ClearAction

AUGUST 21, 2016

When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations. It’s an all-hands-on-deck approach to customer experience management. Lean/Six Sigma), CX management (i.e.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. When I was back in corporate life, my role was to improve the Customer Experience. We undertook this customer survey every year, and then ignored it—every year. So, what can we do now?”

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

ClearAction

JANUARY 14, 2015

Multiple Influencers : If different groups 2 in the customer company have different perspectives, how well are they understood and accommodated – not only by the account team per se, but also by other functional areas in the supplier company who could help if they were better informed? Calculation of customer lifetime value.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale.

CXM 90

CXM Non-Profits Close the Loop CX 90

Heart of the Customer

DECEMBER 4, 2018

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.”

NPS 74

NPS CX Net Promoter Score Customer Experience 74

Beyond Philosophy

JULY 21, 2022

We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In other words, you need to encourage customers to respond. We explore the many reasons why customers do what they do—and what you should do about it.

B2B 88

B2B Hospitality Hospitality VOC 88

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Account Teams in B2B Customer Experience: Help Me Help You. B2B Customer Experience: Do This, Not That.

VOC 54

VOC B2B Customer Experience Close the Loop 54

SurveySensum

APRIL 5, 2022

Organizations that are very particular about understanding their customers’ journey at multiple touchpoints and wish to deliver an end-to-end customer experience end up looking for the best alternative to SurveyMonkey. . Voice of the Customer Tools. Contact the sales team to get customized quotes.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

Taylor Reach Group

AUGUST 26, 2020

Non -FCR – The contact type requires multiple contacts which is by design and will not change unless there is a significant change in the contact centre operational philosophy (for example requiring a customer to physically sign a form). Look at improving the processes. Focusing on removing those points of failure.

Contact Center 121

Contact Center CRM Voice of the Customer Customer Satisfaction 121

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

Fonolo

MARCH 17, 2020

But happily, in 2017 and after much trial and error, Hyundai Canada rose to have the fourth-best customer service standing in the national automotive space. 'In I wanted to know more about the journey to this destination, and how Romano and Hyundai Canada are forging a strong customer service ecology and employee culture for this brand.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Comm100

DECEMBER 14, 2017

Customer advocates should be involved throughout the process to ensure that the solution addresses the problems identified and is something that the customer will use. In addition, they can represent the voice of the customer in ensuring that the changes are delivered in a timely and appropriate manner.

Customer Experience 92

Customer Experience Net Promoter Score NPS Close the Loop 92

Lumoa

MARCH 20, 2018

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. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClearAction

APRIL 18, 2020

Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey. Customer-Centered Growth.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Obviously, businesses wouldn’t exist without them!

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Lumoa

MARCH 20, 2018

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. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64