InMoment XI

MARCH 14, 2023

That is probably the most significant lesson in our voice of customer journey: relationships can drive so many other factors in your business, and if you miss the boat, you are going to miss your customer. They can’t physically manage every supplier and every step of bringing their products to market, so they come to us.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Experience Investigators by 360Connext

APRIL 15, 2025

In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation. The real challenge?

Leadership 143

Leadership 2025 Voice of Customer Events 143

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs.

Feedback 520

Feedback ROI Innovation B2B 520

CSM Magazine

APRIL 24, 2025

Benedict Geissler, Chief Commercial Officer (CCO), Netigate Netigate , a leading European provider of AI-powered customer and employee experience management SaaS solutions, has appointed Benedict Geissler as its new Chief Commercial Officer.

Management 52

Management 2024 Voice of Customer Leadership 52

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. Trust Your Customers: Building trust is the foundation of loyalty.

Automotive 484

Automotive Loyalty Return on Investment Transportation 484

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Who’s nailing VOC?

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business.

Voice of Customer 88

Voice of Customer Feedback Return on Investment Net Promoter Score 88

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Social Media Contact Center 98

Alida

AUGUST 27, 2019

To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program. Running an insight community is as much about attitude as it is aptitude.

Insights 211

Insights Management Innovation Voice of Customer 211

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

InMoment XI

SEPTEMBER 5, 2024

Why Voice of the Customer Is Important Voice of the Customer data is important for several reasons in business and product development. Primarily, Voice of the Customer programs help organizations become more customer-centric by understanding customer needs, preferences, and expectations.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. Pace Asking and Acting.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)?

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

OpinionLab

MARCH 9, 2017

By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one. How do they do it?

Omnichannel 83

Omnichannel Customer Centricity Retail Social Media 83

InMoment XI

JUNE 21, 2022

5 Pieces of Advice from Our Customer Experience Speakers. #1: 1: Managing Experiences Is Not Enough—The Future Is Experience Improvement. InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX). In doing so, the entire culture of the business is focused on the customer.

Customer Experience 195

Customer Experience Workshop 2022 Events 195

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Social Media Multi-Channel Feedback 62

Customer Bliss

APRIL 24, 2018

In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve. Storyboard the employee lifecycle to better understand internal processes.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

SurveyGizmo

OCTOBER 29, 2020

However, the team’s commitment to customer service doesn’t begin and end with the Activated NPS Solution, rather it’s the solution that allows them to treat customers individually. . How we support our customers is at the heart of our company values,” said Celeste Vaughn Gonder, Senior Manager of Customer Support.

Customer Centricity 75

Customer Centricity Net Promoter Score NPS Feedback 75

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need.

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

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. Such studies tend to be repeated, so both have rich historical data.

Voice of Customer 52

Voice of Customer B2B Customer Centricity Culture 52

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Waiting and rephrasing are customer realities that may exceed their expectations. Lynn Hunsaker.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

SurveySparrow

JULY 31, 2023

Did you know that listening to your customers can revolutionize your business? Your customers have the power to fine tune your business. By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Thematic

FEBRUARY 24, 2025

They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. Processing large volumes of customer feedback in real-time, allowing businesses to act quickly. This is where Customer Experience Management (CXM) tools come into play. One example?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Lumoa

FEBRUARY 6, 2018

Top challenges for providers are (a) to be smarter than competitors about customers’ realities, (b) to rally all functional areas to improve customers’ realities, (c) to make customer-centred management a way of life. It’s more than just digital.

2018 121

2018 Customer Experience Customer Centricity Culture 121

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Help your organization amaze and delight your customers by strengthening these skills. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience Management 78

Customer Guru

MARCH 27, 2018

The answer isn’t simple because improving customer experience takes time and there is no shortcut to it. In an earlier post, I’ve written about customer-centric leadership , which is critical to improving customer experience. This ensures that everyone knows how their actions translate to customer experience.

Customer Experience 114

Customer Experience Measurement Customer Centricity Voice of Customer 114

Thematic

MARCH 20, 2025

” Despite this, many businesses struggle to retain customers because they lack a structured approach to understanding their needs. In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Enhance marketing effectiveness with data-driven messaging.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100