ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. A chain is only as strong as its weakest link.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? Basically, it gives you real-time insight into your customers’ experiences.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

SEPTEMBER 9, 2024

What is their specific expertise within customer experience (e.g., journey mapping, voice of customer programs, etc.)? What is their process for assessing and improving customer experience? What is the average customer experience ROI have their clients seen? Do they have experience in your industry?

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Social Media Contact Center 98

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Benefits of a Voice of the Customer Program Businesses without a Voice of Customer program observe which of their products or services are being sold most frequently, and assume that is what customers want more of.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

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

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

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

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

InMoment XI

FEBRUARY 12, 2024

What Are the Key Elements that Make Up Integrated Customer Experience? Integrated customer experience is composed of three main elements. These elements help businesses make sense of all types of data throughout the customer journey to help you make informed decisions. How Does Integrated Customer Experience Work?

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

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

Second to None

MAY 8, 2018

No other marketing tactic comes close to matching this ROI. Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 48

ROI Customer Success Customer Centricity Voice of Customer 48

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the customer journey , and working to address them.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Totango

JANUARY 23, 2020

Escalations Go Unresolved: Customers become frustrated if they feel their complaints are going unheard and are unlikely to renew. . Lack of Customer Engagement: Enterprises should provide frequent, helpful, personalized engagements throughout the customer journey. Onboarding is a critical phase in the customer journey.

Management 111

Management B2B Seminar ROI 111

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Wootric

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers' world. Everyone's doing it.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

GetFeedback

NOVEMBER 4, 2019

Structured data like survey responses and customer data is simpler to act on, but unstructured data like text responses are equally valuable. . Finding a platform that offers advanced text analysis alongside other more traditional analysis is critical to creating what Bob Thompson calls the Voice of Customer Command Center.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Pointillist

AUGUST 26, 2019

To get the full picture, you also need to understand actual customer behavior. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Net Promoter Score ROI Measurement 79

Wootric

DECEMBER 2, 2019

Wootric’s modern customer experience management (CXM) solution empowers CX leaders and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success, support and human resources) by democratizing insights from customer and employee feedback, including unstructured feedback, at scale. . “We

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

OpinionLab

JUNE 24, 2016

I was pleasantly surprised by the number of break through ideas that originated from focusing on specific customer journeys that were broken – technically, logically, or physically. Working backwards with the end goal in mind provides an opportunity to improve the customer journey. 2) Become a story teller.

2016 79

2016 Competitive Advantage Financial Insurance 79

Totango

JUNE 20, 2019

The onboarding process may not have adequately prepared your customer to incorporate each and every potential feature into their daily workflows. The training should demonstrate how specific features relate to your customer’s business goals. Simple “how can we better serve you” messages can prompt customer dialogue.

Net Promoter Score 88

Net Promoter Score Metrics Customer Journey ROI 88

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers’ world. Everyone’s doing it.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

Wootric

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

ROI 81

ROI NPS Feedback Insights 81

Hello Customer

OCTOBER 13, 2021

mapping out the full customer journey to build a blueprint of customer needs at every interaction. building a Voice of the Customer corporate culture around those expectations. This is where customer segmentation comes into play rather crucially. Voice of Customer Templates.

NPS 98

NPS Net Promoter Score E Commerce E-support 98

Totango

MAY 28, 2021

The onboarding process may not have adequately prepared your customer to incorporate every potential feature into their daily workflows. The training should demonstrate how specific features relate to your customer’s business goals. Simple “how can we better serve you” messages can prompt customer dialogue.

Net Promoter Score 86

Net Promoter Score Metrics Customer Journey ROI 86

Second to None

MARCH 14, 2018

To prove the ROI of live engagements, marketers must set the stage for data collection and funnel tracking. Customers are willing to give up their information in exchange for interesting experiences. With data in hand, the challenge becomes tracking the entire customer journey to trace conversions back to events.

ROI 54

ROI Events Social Media Return on Investment 54

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. HubSpot found that companies with a customer-centric mentality are 60% more profitable. Let tools help you prove the value of your CX investment.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience Management 78

Totango

SEPTEMBER 10, 2019

Educate the customer on all elements of the product with a special focus on the features you know will help them achieve their goals. It is important to acknowledge and respond to the many questions customers are likely to have during this transition phase.

Events 72

Events Customer Journey Customers Loyalty 72

Lumoa

APRIL 18, 2023

And customer-centric companies have been using surveys to understand customer needs for even longer than that. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. But they’re only one small piece of the customer experience data puzzle.

Customer Experience 78

Customer Experience Management Net Promoter Score Customer Journey 78

inQuba

DECEMBER 13, 2024

It fits logically that customer onboarding is a part of both Customer Acquisition and Customer Retention and the result should be customer profitability (a lower priority item). So let us dive into customer retention and analyse what is important when thinking about customer retention. We think there is.

Customer Retention 52

Customer Retention Customer Journey ROI Social Media 52

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52