CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. What are you going to do with it?

VOC 32

VOC Close the Loop Touchpoint Social Media 32

PeopleMetrics

JANUARY 29, 2014

.” With simple tools to listen to customers we now have a powerful, honest source for coaching and feedback on team and individual performance – the Voice of the Customer. How about a game of one-on-one? For others, frontline staff claim to know their customers better than any old survey could.

VOC 96

VOC Sports Voice of the Customer Case Management 96

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Warm ups are over, it’s game time.

CEM 122

CEM Customer Experience VOC Scorecard 122

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. RCA is a game changer. How RCA Works. Set up RCA today!

CEM 87

CEM VOC Business Administration Machine Learning 87

CSAT.AI

APRIL 5, 2023

First Call Resolution (FCR) : This metric measures the percentage of customer inquiries or issues resolved during the first interaction with an agent. G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

PeopleMetrics

APRIL 4, 2017

Consider ‘ Game Neverending ’ – the failed online role-playing game that became Flickr. Because the ability to embrace and learn from (inevitable) failure can be a game-changer when it comes to achieving success. And we try to do this ourselves, as well. Failure to Launch vs. Failure to Learn. This is a huge mistake.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. and Chief Customer Officer 2.0.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Customer Service Life

AUGUST 22, 2019

I recommend staying away from incentivizing your agents to drive customer metrics higher. If you’re considering this, think through whether any of these can be gamed in such a way that you no longer get an accurate representation of where you truly stand with your customers. Listen to the voice of the customer (VOC).

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. While the cause of the high turnover rate is debatable, managers can help keep agents motivated via interactive, game-like principles in different contexts. Voice of the Customer (VOC).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

CX Journey

AUGUST 29, 2014

Day dawns clear and bright as we reach the ridge crest and the difficulties begin; it’s at this point I realize I left my A-Game at home. I appreciate that she was on her A-Game today and that I was able to rely on her skill and trouble-shooting to get me through the challenging parts of the climb. Are you listening?

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

Experience Investigators

AUGUST 3, 2021

I see too many CX leaders overcomplicate things, thinking that to get customer feedback they need: A series of listening posts set up across customer journeys. Questionnaires and Voice of the Customer (VOC) metrics. Customer experience is a long-term game. Buy-in across the entire organization.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

ClearAction

DECEMBER 16, 2017

The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities. Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., You’ll find this to be a game-changer in your career and your organization’s success.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. Make your tool a playground and explain the rules of the game.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

1 to 1

OCTOBER 11, 2021

Defining the right set of metrics to gauge customer experience success requires mapping all points of contact, applying several customer experience metrics, and integrating customer interactions. Learn more about contact center metrics today. Is NPS Enough?

Contact Center 26

Contact Center NPS Net Promoter Score VOC 26

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

APRIL 18, 2020

As described throughout this series on CEO’s Guide to Growth through Customer-Centered Management , customer experience is customers’ realities compared to their expectations. Customer experience management , as it should be managed, is alignment of the company to customers. Customer-Centered Growth.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Waypoint Group

MARCH 3, 2015

Instead, link VoC/NPS to a key initiative or process already underway that will benefit from feedback. Think about going for a series of “base hits” that ultimately win the game (small scale “pilot” projects can be an easy way to partner with key stakeholders). influence purchase decisions) in your customer accounts?

NPS 60

NPS Net Promoter Score VOC B2B 60

DMG Consulting

APRIL 16, 2019

It’s not just about productivity improvements, but game-changing innovation that is opening up doors to new possibilities. In the context of autonomous cars, IBM Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics, and more, AI is playing an increasingly influential role in today’s world.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Waypoint Group

FEBRUARY 5, 2019

IMHO it’s like that old game of telephone — cut out the middleman (you!) and let your colleagues directly hear the voice-of-the-customer. Can we quantify it? What would be the result to your company if we could successfully address the gap? What do you think, and/or are there other options you’d suggest?

Finance 40

Finance Gaming Voice of the Customer Customer Feedback 40

Waypoint Group

JANUARY 31, 2019

and truly focus on retention – here’s what works best based on my 20+ years of doing this work… For B2B companies, revenue from existing customers can be as much as 80% of growth. That is, retention and expansion is the name of the game. Is your company truly focusing on retention? Or, are you chasing renewals?

B2B 40

B2B Gaming Voice of the Customer Sales 40

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. Make your tool a playground and explain the rules of the game.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

APRIL 24, 2018

All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights. NPS can provide clarity on the status of CX efforts, but the voice of the customer lights the way to improved customer journeys."

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Waypoint Group

MAY 23, 2018

Avoid the “telephone” game that has skeptics contradicting what you hear from various customer meetings because they’ve heard something different from a smaller set of customer contacts. You’re all on the same team and should be working from the identical inputs to get to the right outcomes.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. Make your tool a playground and explain the rules of the game.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64