Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Click To Tweet.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. VoC tools capture customer feedback, storing it in one place.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Beyond Philosophy

MAY 7, 2022

The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. If our experience tells us anything, it’s that you probably aren’t, which can degrade the quality of the insights available to you.

Customer Insights 78

Customer Insights Insights Voice of Customer Insurance 78

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . It Starts with Customer Science. Customer Science is where customer strategy is headed.

Customer Insights 78

Customer Insights Insights Contact Center Voice of Customer 78

Beyond Philosophy

JULY 16, 2022

Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. However, to get the insight they need to make sweeping changes, they need robust data collection.

Consulting 157

Consulting Voice of Customer Financial Consumers 157

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

InMoment XI

FEBRUARY 12, 2024

What is Integrated Customer Experience (CX)? Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

Voice of Customer 52

Voice of Customer B2B Customer Centricity Culture 52

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. It’s a win-win! And get to it!

Consulting 67

Consulting Customer Experience Contact Center Telecommunications 67

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Segmentation.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Beyond Philosophy

MAY 21, 2022

Verint is an expert in the Voice of Customer and have been for over 25 years. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Follow Colin on LinkedIn and Twitter.

Voice of Customer 15

Voice of Customer Consulting Financial Customer Engagement 15

Second to None

JULY 22, 2020

An exceptional way to create less friction in the buying journey is to implement customer experience measurement programs, such as mystery shopping , to ensure the program is operating to organizational expectations. Our solutions are developed on the basis of solid research and statistical science.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

MARCH 22, 2018

2] The information provided by these programs not only offers insights about service improvement, but also encourages transparent communication between these two parties. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3: [link].

Retail 81

Retail Leadership Voice of Customer Brands 81

PeopleMetrics

APRIL 9, 2018

Well for one, we are all interested in trends in customer sentiment, and in pulling actionable insights from those trends. Like many of my peers, I was working in the world of market research before I broke into the customer experience space. Watch this edition of #CXSecrets above, or click here to download the video transcript.

2001 70

2001 CEM Marketing Voice of Customer 70

Second to None

MARCH 20, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 85

Brands Social Media Voice of Customer Consumers 85

InMoment XI

OCTOBER 8, 2024

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ClearAction

OCTOBER 15, 2008

Customer Experience Insights by Stepping Into Your Customers’ Shoes Lynn Hunsaker If we could "be a fly on the wall" observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope?

Insights 48

Insights Customer Experience Consulting Customers 48

Beyond Philosophy

JANUARY 12, 2022

16:07 We hear a story about iRobot, which inspired Goebel’s article and fueled his fascination for what was possible with the VoP from a customer service perspective. 20:23 Ryan and Goebel discuss how the Voice of Customer and the VoP can work together to provide lots of valuable insight and facilitate faster response times.

Consulting 78

Consulting Voice of Customer Financial Article 78

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Second to None

MAY 24, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Apparel 86

Apparel Retail Competitive Advantage Voice of Customer 86

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

JUNE 12, 2018

This omnichannel approach to Customer Experience is necessary in the modern landscape, because brands are at risk of losing 60% of those consumers if they fail to meet digital expectations.[2] Ultimately, all organizations should strive to capture the insights provided by a well-designed mystery shopping program.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

OCTOBER 23, 2018

Ultimately, pizza brands must be willing to collect, listen and respond to customer feedback to find success in the modern marketplace. Pizza Magazine Quarterly released a state of the industry report, offering insights into where your brand should focus its energy and resources to best connect with customers. 1,2,3,4 [link].

Brands 74

Brands Measurement Magazine Customer Centricity 74

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Second to None

FEBRUARY 1, 2019

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

Second to None

FEBRUARY 13, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 79

Retail Voice of Customer Brands Sales 79

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives.

2015 97

2015 Multi-Channel 2014 CEM 97

Second to None

MARCH 29, 2019

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63