ClearAction

JANUARY 6, 2021

Relevance means each functional area readily recognizes VoC as useful to their specific role. Vital means each role appreciates VoC as an instrumental guide to their job performance. Especially in 2021, these shifts are frequent and require operational agility company-wide. Relevance depends on more than accessibility.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

NOVEMBER 3, 2015

VoC action plan progress. VoC action plan progress. Voc action. Customer Experience Improvement is a Team Sport. Skin-Deep Outside-In. True Outside-In. how the customer is doing. how to support customers’ goals. Journey maps focus on. touch-points. customers’ consequences. Closed-loop communication is with.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

ClearAction

AUGUST 16, 2016

Robust processes and tools are necessary for strategic action on VoC data. When I was at Applied Materials we had a well-oiled machine in our VoC actioning. Customer Experience Improvement is a Team Sport. And the engine represents CXM measurement. Let’s talk about those wheels.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

SEPTEMBER 27, 2018

Set the Example for 360-Degree Collaboration : In team sports, it starts with the coach’s tone, words, body language, and follow-through. Make it Obvious for Every Role : In team sports, every player learns how their role contributes to the whole team’s success. If not, re-design it!

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. She then introduced session replay and VoC tools to infuse direct customer feedback into the culture.

VOC 26

VOC E-commerce Sports CX 26

ClearAction

APRIL 3, 2015

Use VoC (voice-of-the-customer) to identify strengths needed among CX team. Customer Experience Improvement is a Team Sport. Traditional HR roles – hiring, development, recognition — can be of greater value to the company when they are managed within the context of the company’s CX goals. —@tcrawford.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

CX Journey

DECEMBER 11, 2014

But if you want to understand whether your VoC data is accurate, this could be an indicator that it’s not. For B2B companies collecting VoC data, there are often many more facets to the story - it’s a complex, choose-your-own-adventure kind of tale! These metrics really only scratch the surface of measuring the customer experience.

B2B 62

B2B VOC Start-ups Sports 62

Execs In The Know

MAY 18, 2021

Digital Is a Team Sport — The pandemic helped remove barriers like bureaucracy and process, fast-tracking many solutions out of necessity. The focus should be on the overall experience. What problem does this solution solve, and what is the impact on the experience? What about feedback? Is the solution validated in the eyes of customers?

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

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

Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. 4/ There is a growing awareness of the importance of Consumer Centricity: how this is a culture change and a team sport in which everyone in the company has to participate in. Going forward, this will not be enough.

CX 123

CX Customer Experience Non-Profits Social Media 123

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

ClearAction

NOVEMBER 4, 2020

“Some companies are going to struggle to really start adapting and incorporating the voice of the customer into their strategic objectives and internal KPIs and core goals,” commented Samantha Ziesel, former Group Director of VoC at Meggitt. There will be some juggling and resistance as decisions are made on what needs to change and why.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Qualtrics

NOVEMBER 21, 2019

VoC ( voice of the customer ) programs are nothing new to Amex. As the Strategic Research Manager at Major League Baseball, Scott runs one of the largest “ voice of the consumer ” programs in the sports and entertainment industry, which focuses on teasing out deep insights into the sociocultural aspects of fandom.

Retail 22

Retail Entertainment CX Start-ups 22