ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2017 17

2017 Article Customer Service Social Media 17

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. Next week we’ll kick off the fun […].

Events 84

Events Books Customer Focused Customer Journey Mapping 84

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Lumoa

FEBRUARY 6, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers.

2018 121

2018 Customer Experience Customer Centricity Culture 121

ShepHyken

MAY 29, 2020

An important thing to note about a customer-centric culture is: it is deliberately designed to be that way. The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. That also means that they must lead by example and model customer-centric behaviors.

Customer Centricity 66

Customer Centricity Culture Leadership Customer Voice 66

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

2020 52

2020 Insurance 2019 Touchpoint 52

ClearAction

JANUARY 14, 2015

Adapting the company to customers' needs through improvement and innovation of customer experience. Promoting engagement of employees and customers alike, in accordance with the above. Adobe: Customer Experience Undercover Boss. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Kayako

APRIL 13, 2017

The chance to get free shipping, random upgrades, complimentary trials of new products and other unexpected surprises keep customers coming back to a company over and over. By empowering your support staff to do what it takes to make your customers happy. Then managers should give them tools and freedom to address customers’ needs.

Loyalty 90

Loyalty Competitive Advantage Metrics Customers 90

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Books Customer Focused Management 98

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 60

Article Customer Service 2017 Social Media 60

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journey Mapping 83

Customer Journey Mapping B2B Customer Journey Books 83

ijgolding

APRIL 4, 2016

Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. Failure to have the resource or capability to actually IMPROVE customer focused priorities. Lack of governance and ownership. I could go on and on and on!

Customer Experience 62

Customer Experience Measurement B2B NPS 62

ijgolding

JANUARY 17, 2017

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Do you know what you need to get better at doing for your customers? Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

Thematic

JUNE 17, 2024

By providing clear, actionable recommendations based on VOC data, you can empower teams to make customer-focused decisions and drive meaningful change. 💡 Thematic Pro Tip: Use Thematic to create customized reports for different departments, highlighting the customer feedback that is most relevant to their goals and KPIs.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. Are you willing to let them go and lose revenue in order to build a customer-focused culture? The solution?

Culture 48

Culture Banking Customer Service Customers 48

Gainsight

SEPTEMBER 21, 2020

Gainsight saved time in communication and provided the visibility that they wanted and needed to keep customer satisfaction center stage as the company continues to grow. The process acts as a built-in early warning system allowing CSMs to intervene, especially during implementation, and recover before issues become hazardous to the customer.

Government 52

Government Customer Centricity Customers Metrics 52

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

Measurement 59

Measurement Customer Experience Customer Journey Customers 59

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

ProProfs Chat

NOVEMBER 26, 2021

Voice of the customer survey tool such as Qualaroo enables you to instantly track negative feedback and work upon the issues to elevate customer satisfaction. This is a great way to spot problems early and refrain customers from writing negative reviews. Helps in getting to know the customer.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

CX Advantage Walker

SEPTEMBER 25, 2018

Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that. Those of us in the CX profession are lucky – our industry is hot.

Customer Experience 48

Customer Experience Customer Journey Mapping Customer Focused Customers 48

Grade.us

SEPTEMBER 17, 2019

Customers focus the majority of their attention on third-party sites. Auto repair customers visit: Auto MD Repair Pal Google Facebook Yelp. These reviews provide customers with important data on the vehicles, dealers, repair and maintenance shops they choose. Buyers are spending 75% of their total shopping time online.

Automotive 34

Automotive Competitive Advantage 2009 Advertising 34

SmartKarrot

FEBRUARY 25, 2022

Instead, the CMO must accept the role and understand the importance of customer voice and customer feedback to offer the best experience. The CMO and CCO can work together to ensure customer loyalty is gained and hold more products. You need repositioning and customer-focused orientation as well.

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

SmartKarrot

AUGUST 22, 2022

Customer focus groups: The group is usually made up of 6 to 8 people who meet once per week for an hour or two. Social media monitoring helps determine what people think about your brand or products. They discuss their experiences with a product or service and how satisfied they were with it.

Definition 10

Definition Social Media Banking E Commerce 10

PeopleMetrics

NOVEMBER 9, 2021

market research, market research strategy, customer experience, cx, customer experience strategy, customer experience management, cx strategy, customer experience strategy framework, cx best practices, cx strategies, develop customer experience strategy, cem, customer focus goals, customer experience smart goals, customer experience action plan, customer (..)

Customer Experience 71

Customer Experience Marketing CEM Download 71

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's definitely one of the problems. One big problem.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

Pointillist

AUGUST 18, 2021

And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement. Now, many people have heard me talk about three of them, voice of the customer, voice of the employee and voice of the process, as I’ve just inferred.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40