Beyond Philosophy

OCTOBER 11, 2024

In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

Customer Insights 78

Customer Insights Insights Feedback Customers 78

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Alida

MARCH 2, 2023

Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process.

Customer Insights 130

Customer Insights Retail Insights Innovation 130

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Marketing 370

Marketing Automotive Hospitality Social Media 370

Retently

AUGUST 13, 2024

Customer satisfaction is your business’s most valuable asset – use these metrics to keep it thriving. Let Retently support your customer experience efforts with precision and insight. The post Beyond CSAT: The Power of Customer Experience Score (XSAT) for Long-Term Customer Insights appeared first on Retently.

Insights 78

Insights Customer Insights Customer Experience NPS 78

eglobalis

JULY 2, 2024

The Rise of Data Analytics and , AI and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are revolutionizing how companies collect and utilize customer insights globally.

NPS 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

JULY 13, 2023

This final action leads to not only improved communication out to customers but also improved internal communication around expectations and making material more inclusive to drive better understanding.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CloudCherry

JANUARY 22, 2018

As much as accuracy and speed of customer insights are critical in creating great experiences, so is the nature of insights. So, if the insights you generate aren’t future-looking, your CX strategies might soon turn obsolete. What better time to race ahead and ace customer experience?

Financial 231

Financial Loyalty Insights Definition 231

InMoment XI

MARCH 20, 2024

Their three key priorities—ensuring excellent customer outcomes, empowering colleagues to create fan-worthy experiences, and driving innovation through programmes like ‘Magic Makers’—underscored the bank’s commitment to exceptional customer experiences.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

Alida

AUGUST 6, 2021

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.

Insights 246

Insights Customer Experience Customer Insights Customers 246

eglobalis

JULY 31, 2024

Tealium Tealium provides a customer data platform that helps businesses unify their customer data across multiple touchpoints, enabling personalized marketing and real-time customer insights. AI-driven personalization will enable businesses to offer highly customized experiences at scale.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

JANUARY 12, 2023

Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input. And, while surveys will continue to be important, they only give you part of the picture.

Social Media 397

Social Media Customers Connections Customer Retention 397

Alida

JANUARY 7, 2019

Companies will reorganize around the customer. We see cross-functional teams coming together to form an “enterprise perspective” on gathering customer insight, knowledge and feedback. It’s already happening, of course.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

eglobalis

JUNE 27, 2024

Integrating technology and data analytics helps in gathering and analyzing customer insights to inform decision-making. Training and development programs are essential to foster a customer-centric culture, while cross-departmental collaboration ensures a seamless customer experience.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

InMoment XI

AUGUST 2, 2023

By actively listening, learning, and implementing changes based on customer feedback, customer-focused companies create a framework for continuous improvement. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 195

NPS Customer Centricity Culture Automotive 195

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Now that we have done a bit of definition, how can you take this integrated CX approach and put it into action at your company?

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

Alida

SEPTEMBER 16, 2019

Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

GetFeedback

NOVEMBER 16, 2020

After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas.

Innovation 195

Innovation Customer Insights Feedback Insights 195

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

CloudCherry

AUGUST 17, 2018

Let’s take a closer look at what Customer Relationship Management and Customer Experience Management are, CRM vs CEM, and how they give businesses valuable customer insight that can lead to more sales and better customer relationships. What is CRM?

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

Beyond Philosophy

AUGUST 1, 2024

The post Harness the Amazing Power of Mental Models to Gain Customer Insights A Master Class: Unlocking The Psychology of Customer Experience appeared first on Beyond Philosophy. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.

Customer Insights 78

Customer Insights Insights Customer Experience Advertising 78

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

InMoment XI

OCTOBER 23, 2024

With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program. Start by capturing customer insights.

Banking 195

Banking Customer Experience Financial Touchpoint 195

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. However, collecting this data can be time-consuming and inefficient without the proper tools.

Social Media 195

Social Media 2024 Document Insights 195

Alida

MARCH 22, 2019

In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center.

Customer Insights 199

Customer Insights Insights Customers Marketing 199

Alida

MAY 27, 2021

Customer experience management (CXM) is essential for organizations to monitor those relationships, evolve along with their customers' changing needs and preferences, and incorporate customer insights and feedback into their decision-making.

Touchpoint 162

Touchpoint Customer Relationships Customer Experience Management Customer Insights 162

CloudCherry

OCTOBER 17, 2019

And processes in the company need to get people to really act on it, to embrace it, and to embed the customer experience insights as a way of life in the company.”. She’s also big on simplicity (Amen!), on avoiding what she calls ‘hoopla without business results’, and on the value of cross-functional collaboration.

Customer Experience 231

Customer Experience Chief Customer Officer Customers Insights 231