InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. What is Voice of the Customer?

Net Promoter Score 260

Net Promoter Score Metrics Voice of Customer Touchpoint 260

Second to None

JULY 31, 2018

He helps small & medium enterprises to grow their business and overall ROI. . What makes live chat such an enthralling tool for customers? The same research showed that 38% customers were most frustrated by the poor user experience on live chats.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. When they don’t design around the customer it usually does not end well.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. The ROI of Closing the Loop It’s not just about warm and fuzzy feelings; closing the loop delivers a resounding ROI.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. When they don’t design around the customer it usually does not end well.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Confirmit

JULY 15, 2019

Our end-to-end technology will enable you to run feedback and research programs that increase revenue, reduce costs, and drive company, brand, and product improvements. Alerts help Confirmit’s customers increase revenue, drive culture change and reduce costs. Better understanding of the market and their customers.

Insights 40

Insights Technology Multi-Channel ROI 40

Lumoa

JANUARY 31, 2023

Improving customer experience is a never-ending process, that will pay you off in the long term. According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated, and at the same time, 55% of consumers would pay more for a better customer experience.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

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. “Only 16% of marketers feel their organizations are extremely responsive to the consumer.” Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

West Monroe

APRIL 19, 2023

While some organizations are well on their way toward a digital operating model, there is still considerable progress to be made in aligning with customer/patient priorities, curating a digital mindset, and leveraging data as effectively as possible. The data highlighted five key areas of opportunity for healthcare organizations.

Healthcare 52

Healthcare Insights Insurance Culture 52

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Routinely share company results, good and bad, with customer collaborators.” Assigning ownership of the company’s customer experience excellence to Marketing can be problematic.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. It’s only when he went to customer experience that he lost it. Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. Dan Gingiss: That’s true.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

SuiteCX

MARCH 31, 2015

2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance. Common mapping technology .

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Research carried out for Eptica by Engage Business Media found that 78% of companies measure customer satisfaction, and that over a third (36%) have a full VoC system in place.

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? And you can only do that with the right technology. Demonstrate strategic ROI for customer experience value.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101