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

Second to None

MARCH 29, 2018

For a successful omnichannel Customer Experience program, employees need to sift through and expertly analyze a large amount of information. If your brand is not already working with an omnichannel expert, you may be missing out on opportunities that directly impact your customer acquisition and retention capabilities.

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

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

Second to None

FEBRUARY 8, 2018

The best brands invest both time and energy into both their online and brick-and-mortar channels, so that regardless of where or how a customer finds you, they are provided with a consistent experience that requires as little effort as possible.

Omnichannel 63

Omnichannel Customer Experience Voice of Customer Social Media 63

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

OpinionLab

SEPTEMBER 16, 2016

Your customers are coming at you from all angles – be this at one of your locations or online from a plethora of devices. Often, you will have different teams and divisions overseeing each of these different operations, which makes providing a consistent and rewarding omnichannel customer experience difficult.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Customer Centricity 107

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Calabrio

MARCH 25, 2025

Table of Contents What is the Voice of the Customer (VoC)? Types of VoC Tools How Voice of Customer Tools Work 10 of the Best Voice of the Customer Tools for 2025 Choosing the Right VoC Software for Your Needs What is the Voice of the Customer (VoC)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Second to None

FEBRUARY 21, 2018

As a result, every brand needs to effectively curate an omnichannel Customer Experience if they hope to compete. Alex Craddock, the global head of marketing for personal systems at HP touched on the importance of omnichannel optimization in his recent interview with CMO’s Giselle Abramovich.

Omnichannel 54

Omnichannel Brands Retail Consumers 54

Second to None

SEPTEMBER 27, 2018

Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. Once you have an established brand identity, customers have a baseline set of expectations that need to be matched at each store. 1] [link]. [2]

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

APRIL 12, 2019

In order to reach the customer in that manner, you must know them to their core. Customer data is the foundation of a successful customer-centric model. Customer data allows for a personalized experience that speaks to the customer’s expectations and emotions. Create an Omnichannel Experience.

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Second to None

AUGUST 16, 2018

Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Customer Experience 59

Calabrio

MARCH 5, 2025

And as customers themselves have increasingly prioritized convenient, qualified, and personalized experienceswhenever and in whichever channels they prefermany contact centers have moved to an omnichannel model to meet these needs. Ready to take your call quality monitoring to the next level?

2025 52

2025 Contact Center Call Center Average Handle Time 52

OpinionLab

MARCH 25, 2019

You’re probably already providing some type of business case to support your CX initiatives, but utilizing data science to help prioritize one CX initiative over another and leveraging Voice of Customer to bring your business case to life may help you achieve even greater success gaining consensus and approval across your organization.

Customer Experience 74

Customer Experience Contact Center Omnichannel Retail 74

Second to None

JUNE 12, 2018

The best brands prioritize implementing positivity and personalization into every interaction that a customer has along their path-to-purchase, because 93% of consumers are more likely to purchase something if they receive a positive experience.[1] 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

SEPTEMBER 11, 2018

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. 1,2 [link].

Retail 59

Retail Brands Omnichannel Touchpoint 59

Second to None

JUNE 26, 2018

Your team can use the information provided by these programs to encourage lifelong relationships with customers, which is important considering that it is five times cheaper to retain a customer than it is to acquire a new one.[1]

Retail 63

Retail Brands Omnichannel Fashion 63

Second to None

APRIL 5, 2018

Turning your brick-and-mortar store into an experiential destination is a great step towards omnichannel success, and ultimately creating life-long relationships with customers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2 [link].

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

Second to None

OCTOBER 16, 2018

By engaging customers where their attention is already focused, your brand is positioning itself to increase the likelihood of that customer going through with the purchase. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Second to None

AUGUST 21, 2018

As a result, organizations are always coming up with new ideas to provide optimized value to customers across every channel. This customer-centric, omnichannel approach requires a significant investment of time and energy, but the corresponding customer relationships formed serve as a foundation for continued growth and success.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Second to None

MARCH 13, 2019

4] It comes down to using customer data as a robust tool to build a customer-centric mobile program. Strong, personalized CX requires the acquisition of data that oftentimes compromises the customer’s private information. Privacy is a Novelty of the Past. 1] [link]. [2-4] 2-4] [link]. [5] 5] [link]. [6]

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

APRIL 19, 2018

Another area to focus your online mystery shopping program on is omnichannel consistency. Advanced technology has adjusted customer expectations to the point where they desire a seamless transition between all channels provided by your organization. 1,2 [link].

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

OpinionLab

MARCH 25, 2019

You’re probably already providing some type of business case to support your CX initiatives, but utilizing data science to help prioritize one CX initiative over another and leveraging Voice of Customer to bring your business case to life may help you achieve even greater success gaining consensus and approval across your organization.

Customer Experience 60

Customer Experience Contact Center Omnichannel Retail 60

Second to None

APRIL 2, 2018

Twenty percent of clients generate 80 percent of revenue and profits, so those are the customers you want to invest in. It’s more lucrative to market to existing customers than to focus solely on recruiting new ones. Be Everywhere With Omnichannel. And when it comes to digital touchpoints, they could be anywhere.

Omnichannel 54

Omnichannel Voice of Customer Brands Customers 54

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

Second to None

SEPTEMBER 18, 2018

Typically, customers will call these helplines to resolve a specific issue and it is vital that your team is striving to reduce as much effort when completing these requests. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Net Promoter Score Voice of Customer Effort Score 48

Second to None

APRIL 9, 2018

Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach. As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey.

Brands 54

Brands E Commerce Retail 2014 54

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Second to None

MARCH 14, 2018

According to Aspect, businesses with omnichannel strategies enjoy customer retention rates 91 percent higher than their competitors. Experiences provide unique opportunities to collect customer data, increase brand visibility, and boost the effectiveness of other campaigns.”

ROI 54

ROI Events Social Media Return on Investment 54

Second to None

APRIL 18, 2019

Traffic from social media influencers can only take you so far unless you have the product and customer experience that further drives loyalty and transactions. [1] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2,3] [link]. 4,5] [link].

Marketing 76

Marketing Customer Experience Social Media Fashion 76

CSM Magazine

AUGUST 22, 2019

The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

SurveySensum

JULY 27, 2023

These events create a sense of exclusivity and make customers feel like they are part of an elite community, strengthening their bond with the brand. By understanding the voice of customers , the brand continuously evolves to offer unforgettable retail experiences that leave a lasting impression on its customers.

Retail 52

Retail Feedback Travel Loyalty Programs 52