Thematic

APRIL 21, 2025

Customer success notes and QBRs: B2B relationships usually include regular check-ins (e.g., quarterly business reviews) and strategy meetings (sometimes even customer focus groups). These voice-of-customer (VoC) sessions​ capture candid feedback from day-to-day users and executive sponsors.

B2B 62

B2B Customer Insights Insights Engagement 62

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Article 83

Article 2020 Customer Service Voice of Customer 83

Thematic

JANUARY 2, 2019

Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

Lumoa

FEBRUARY 6, 2018

Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

2018 121

2018 Customer Experience Customer Centricity Culture 121

InMoment XI

OCTOBER 8, 2024

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

PeopleMetrics

DECEMBER 12, 2017

Innovative small and medium-sized businesses are creating superior customer experiences over the "big guys" by fully leveraging CEM and Voice of the Customer insights to beat the Goliaths in their spaces. System Harmony.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Second to None

FEBRUARY 12, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. .” Even if that number was cut in half, it would still be a problem.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

InMoment XI

SEPTEMBER 25, 2024

Industrial & Aviation Design Gensler’s Los Angeles Aviation and Transportation Studio partnered with InMoment, leveraging sentiment analysis on customer feedback to make better-informed decisions about the planning and design of airports.

Insights 195

Insights Social Media Net Promoter Score Events 195

Customer Guru

JANUARY 16, 2018

If he doesn’t check with the end customer, he will never know whether the design is even appropriate for the owner. It is the voice of customers that helps in making product/service-level changes. What is your word of advice to companies that are looking to embark on this journey of customer experience?

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

ShepHyken

MAY 12, 2019

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of May 13, 2019 appeared first on Shep Hyken.

2019 98

2019 Article Loyalty Programs Customer Service 98

ClearAction

FEBRUARY 26, 2015

Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management. Don't Confuse CX Technology with Customer Experience Management. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

DECEMBER 14, 2017

Customer experience management strategy — overall objectives and approach for the enterprise that determine the degree of customer-focus. Customer experience enablement — acting holistically on customer inputs to earn higher customer lifetime value.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Second to None

MARCH 21, 2018

By thinking of your intersection points and connectedness to your clients’ lives, you can craft a high degree of transparency and authenticity that leverages a true customer focus across all segments and better matches the dynamism of today’s marketplace.”

B2B 59

B2B B2C Transportation Voice of Customer 59

Storyminers

MAY 21, 2020

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

ClearAction

DECEMBER 14, 2017

Customer experience management strategy — overall objectives and approach for the enterprise that determine the degree of customer-focus. Customer experience enablement — acting holistically on customer inputs to earn higher customer lifetime value.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

ClearAction

SEPTEMBER 3, 2018

CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ClearAction

FEBRUARY 23, 2015

Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management. Don't Confuse CX Technology with Customer Experience Management. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Innovative CX

APRIL 1, 2021

Continually chasing journey maps, voice of customer programs, process improvements, new strategies, metrics and measurements and better employee engagement might help organizations feel like they are improving their CX, but if they don’t successfully implement these findings, all is for naught. If only it was that easy!

Customer Experience 59

Customer Experience Hotels Insurance Events 59

Think Customers

NOVEMBER 16, 2022

Locking in valuable customer relationships is a strategic capability that allows firms to stay extremely close to customers to gain valuable insight on where to make incremental investments that will generate ROI quickly and improve the experience. Do: Give customers a reason to stay (and grow) with you.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ProProfs Chat

NOVEMBER 26, 2021

We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Tips to Keep in Mind When Creating Voice of customer (VoC) Surveys. Voice of Customer (VoC) Questions with Examples.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

Innovative CX

JUNE 26, 2019

Despite this potential customer experience liability, there is opportunity for organizations to better align their employees’ skills and behaviors to the established CX strategy. There’s plenty of focus these days on how to improve the customer experience. A CEO once declared, “From now on we will be a “Customer-Focused” company. “

Contact Center 40

Contact Center NPS Voice of Customer Customer Expectations 40

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

Strativity

MARCH 20, 2017

McInnes, named Head of Sales for Strativity’s Technology division, has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus. His experience spans research, consulting, technology, marketing, and sales.

2017 40

2017 Customer Journey Mapping Automotive Consulting 40

CX Journey

APRIL 28, 2015

That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value. Focus on the customer, on creating customers, and the profits will come. But, I digress. Back to the original question.

Customer Experience 84

Customer Experience ROI Financial 2014 84

Thematic

JUNE 17, 2024

." 💡 Thematic Pro Tip: Use Thematic to uncover hidden customer needs and pain points across all your feedback channels, ensuring your CX initiatives are focused on delivering tangible value that customers truly care about. " He emphasized that VOC encompasses more than just surveys.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen, and extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. If we don't listen, we'll never know anything about our customers' needs and desired outcomes.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

ClearAction

NOVEMBER 18, 2015

And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus. Customer experience management is about people — both outside the company and inside the company. Related articles: Improve Customer Experience by Eliminating Customer-Focus Boundaries.

Customer Experience 59

Customer Experience Customer Experience Management Multi-Channel Roadmap 59

ClearAction

APRIL 29, 2020

Ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Innovative CX

MAY 10, 2019

With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Incorporate voice of customer information into your meetings. One and Done. Use the right language.

Customer Experience 40

Customer Experience Travel Culture Webinar 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 40

Culture Voice of Customer Fashion 2017 40

Lumoa

OCTOBER 31, 2018

These new technologies are here to stay and we’re wise to vet and implement them carefully, testing frequently to ensure they are truly improving the customer experience rather than detracting from it. Three words: voice of customer. Stop surveying your customers and start listening to them.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Wootric

JULY 6, 2019

In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a Customer Insights professional. But how do you look at things from a broader perspective?

Customer Insights 49

Customer Insights Insights Net Promoter Score Webinar 49

Wootric

FEBRUARY 14, 2019

Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams. She spent a decade at Salesforce and is now part of the incredible team at WeWork , bringing the Powered by We vision to life. Rachel English. To reduce churn?

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67