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

ClearAction

JANUARY 6, 2021

When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 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

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. align company to CX.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Steven Van Belleghem

DECEMBER 6, 2021

Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. Customer questionnaires are expanding to include more than the traditional Net Promoter (NPS) rating.

CX 123

CX Customer Experience Non-Profits Social Media 123

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