ClearAction

NOVEMBER 16, 2023

Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Another hindrance to manager participation is VoC reporting.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. There are two thoughts I have on CX in 2022 and beyond. The customer’s expectations continue to evolve.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 9) Stop seeing NPS as your sure-win. Relevance means each functional area readily recognizes VoC as useful to their specific role.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

DECEMBER 16, 2017

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., What is Customer Experience Collaboration?

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

CX Journey

DECEMBER 11, 2014

Most companies look at the overall score for NPS or CSAT, but paying attention to the rate of silent accounts can be far more compelling in the overall health of your customer relationships. But if you want to understand whether your VoC data is accurate, this could be an indicator that it’s not. What else are you missing?

B2B 62

B2B VOC Start-ups Sports 62