eglobalis

SEPTEMBER 28, 2024

Take, for example, some small Toyota dealerships in Bavaria, Germany, where experiences have highlighted a significant gap in understanding customer experience, loyalty, and service excellence among some family-owned businesses. This erodes trust between the brand and the customer.

Automotive 472

Automotive Loyalty Return on Investment Transportation 472

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 345

Social Media Contact Center Call Recording Voice of Customer 345

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros?

Customer Experience 150

Customer Experience Voice of Customer Leadership Customers 150

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros?

Customer Experience 150

Customer Experience Voice of Customer Leadership Customers 150

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros?

Customer Experience 150

Customer Experience Voice of Customer Leadership Customers 150

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? What is Customer Experience Improvement? The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 146

Customer Experience Net Promoter Score 2021 Transportation 146

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. Poor program design: Many Voice of Customer (VoC) programs are not designed well.

Voice of Customer 105

Voice of Customer CEM Fashion Effort Score 105

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

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

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. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Customer Guru

MARCH 27, 2018

What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. These are all great tips to improving customer experience.

Customer Experience 114

Customer Experience Measurement Customer Centricity Voice of Customer 114

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

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

2020 120

2020 Customer Experience Definition Customers 120

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

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Social Media Touchpoint Feedback 62

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Thematic

JANUARY 2, 2019

Providing amazing customer experience and customer service is not as hard as we make it seem. In the simplest form, excellent service is the result of treating customers with courtesy and respect. When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

InMoment XI

SEPTEMBER 5, 2024

Often applied as a market research technique by firms looking to achieve a better and more complete understanding of the customer, Voice of the Customer can also help companies measure and understand the experiences that they deliver to customers. What Is the Goal of the Voice of the Customer Program?

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

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

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. A well-implemented customer-centric insights framework helps businesses close this gap by: Improve customer experience by addressing pain points quickly. Identify key decision-makers.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

Metrics 195

Metrics NPS ROI Call Center 195

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

2018 121

2018 Customer Experience Customer Centricity Culture 121

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

Customer Bliss

APRIL 23, 2019

Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. Look at leadership decisions that have been made. See What the Customer Experiences Now.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

ClearAction

AUGUST 24, 2008

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The analogies they use to explain the customer experience.

Insights 87

Insights Customer Experience CEM Social Media 87

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. Transitioning from the contact center to CX leadership. That can wipe out a customer experience initiative’s energy and direction.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Second to None

AUGUST 16, 2018

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. appeared first on Second To None.

Financial 59

Financial Measurement Brands Customer Experience 59

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Thematic

MARCH 18, 2025

That way, you can easily understand what customers truly want. So, whether you’re focused on customer experience, product improvements, or marketing strategies, customer insights platforms help you make smarter decisions based on real data—not just gut feelings. Why Should You Invest in One?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it’s an incomplete journey map until you’ve discovered those aspects of the customer’s experience. This is the first article of a series: Journey Mapping: Focus on the Customers’ Experience.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77