Retently

MARCH 11, 2025

Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Management 115

Management Customer Experience Roadmap NPS 115

BirdEye

JULY 5, 2023

And that is done with relationship marketing. This blog helps you grow your business with relationship marketing. Table of contents What is relationship marketing? Why does relationship marketing work? Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. 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

C3Centricity

NOVEMBER 12, 2024

Leadership Example : Lego’s CEO exemplifies customer-centric leadership by implementing programs like Lego Ideas, where customers can directly contribute to product ideas. Lego sustains relevance and loyalty by embedding customer voices into its product strategy, proving how customer-centric thinking can drive long-term success.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

ReviewTrackers

MAY 5, 2021

A few minutes looking at social media will be enough to persuade you about the value of pumpkin spice when it comes to getting customers to talk about your venue. A little hot apple cider and homemade sweet cranberry bread will lighten up the mood and reduce the chance of grumpy customers voicing their dissatisfaction via a “ranty” review.

Marketing 132

Marketing Hospitality Social Media Presentation 132

Alida

OCTOBER 23, 2017

Single-serve coffee manufacturer Keurig Canada, for example, tested 12 product concepts in its insight community Coffee Insiders, gathering more than 5,000 customer responses over four rounds of concept testing. Consumer feedback informed numerous aspects of the product’s marketing campaign, including its final packaging, tagline and logo.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Customer Bliss

DECEMBER 13, 2016

Dayton Semerjian was a Chief Marketing Officer four times. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Episode Overview. billion P&L for CA Technologies.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Heart of the Customer

APRIL 29, 2019

The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map.

Marketing 92

Marketing Workshop Customer Journey Mapping Customer Journey 92

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 57

Marketing Customer Experience Net Promoter Score Customer Voice 57

InMoment XI

JUNE 21, 2022

InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX). CX started out in the golden age of advertising, market research, and understanding consumers. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 195

Customer Experience Workshop 2022 Events 195

Customer Bliss

SEPTEMBER 22, 2016

Voice of the Customer Step 2: One-company leadership. If call center is categorizing voice of the customer one way, but marketing is doing it a different way? It’s just separate buckets and the voice of the customer intel becomes essentially silo’ed and useless. Be the customer.

Presentation 236

Presentation Social Media Leadership Call Center 236

CSM Practice

JANUARY 19, 2021

There are different internal teams in the organization that work hard to achieve a common goal towards Customer Success, namely Marketing and CX. But when these two teams work together, they deliver high-quality results and generate countless opportunities for the company and its customers to thrive. The Role of Marketing.

Customer Success 90

Customer Success Marketing Customer Centricity Customers 90

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

ShepHyken

FEBRUARY 4, 2020

Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Poll the customers and personas to whom you’re marketing and find out their wants and needs.

E Commerce 136

E Commerce Culture Customer Centricity Customer Voice 136

Wootric

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Lumoa

NOVEMBER 8, 2018

The same applies also globally.About two thirds of all companies are using it to define where they stand in terms of the customer experience. Apple, and other global market leaders, incl. NPS is short and simple for the customers to answer and it is very easy to track for companies. Now most of Fortune500 companies, incl.

Metrics 162

Metrics Net Promoter Score Customer Experience NPS 162

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 88

Feedback Marketing Social Media Customers 88

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ReviewTrackers

APRIL 25, 2019

A few minutes looking at social media will be enough to persuade you about the value of pumpkin spice when it comes to getting customers to talk about your venue. A little hot apple cider and homemade sweet cranberry bread will lighten up the mood and reduce the chance of grumpy customers voicing their dissatisfaction via a “ranty” review.

Marketing 89

Marketing Hospitality Social Media Presentation 89

GetFeedback

MAY 24, 2019

The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action. Plus, combining metrics can increase predictability.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

CloudCherry

JANUARY 22, 2020

The process of gathering, organizing, and analyzing customer feedback is an essential component of this process, and one that is most often facilitated by a solution or technology stack provided by a vendor. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

White Paper 243

White Paper Social Media Feedback 2019 243

Thematic

APRIL 1, 2025

Clear objectives keep your efforts customer-centric and business-focused. They ensure you're gathering and analyzing customer data with purpose—whether it's to inform product improvements or to refine marketing strategies. CRM and Sales Data: Purchase histories link customer value to feedback.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Influitive

JANUARY 24, 2019

But is your entire company doing enough to make your customers’ voices heard? The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive. You tell everyone, especially the people most likely to find it interesting. B2B brands and products are no different.

Sales 74

Sales Brands Marketing B2B 74

InMoment XI

SEPTEMBER 5, 2024

The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer. What is Voice of the Customer? Voice of the Customer (VoC) is the process of gathering information regarding what customers think and feel about their experiences with a business.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

C3Centricity

FEBRUARY 13, 2024

This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Customer Insights 118

Customer Insights Feedback Insights Social Media 118

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

Customer Bliss

APRIL 27, 2018

These actions also help you and how they should efficiently use the customer listening information they gather, to avoid clutter in the future. 8 Steps to De-Clutter Your Customer Listening Data. Find all of the surveys being sent from marketing, call centers, product development, partners, and so on. That customers did notice.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

AskNicely

JANUARY 24, 2017

Using traditional marketing, attracting enough visitors to your site to make it an ad revenue success is improbably hard. We’ve been spending lots of time researching the emerging field of Advocacy Marketing. It’s a fancy term for the Boss’ simple concept – getting existing customers to talk about your company and your products.

Marketing 60

Marketing Net Promoter Score 2016 Social Media 60

Customer Bliss

APRIL 25, 2019

When you start to combine the #MakeMomProud value with your notion of blowing your customer's minds, you instinctively start to do the right thing for the customer. Continuously Market the Value of Your Product or Service. It’s an outbound, outward-facing view of the experience provided to customers.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. I like to refer to those four in lump sum as voice of the constituents. And then there's.

Voice of Customer 74

Voice of Customer Customer Experience Call Center Customer Voice 74

ShepHyken

OCTOBER 30, 2020

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers? 2 Voice Technology Improves Accessibility.

Technology 108

Technology Customer Service Travel Customers 108

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 Thematic Stands Out 1.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

CSM Magazine

JUNE 27, 2019

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. Market Research Future reports an estimated CAGR growth for AI of 37% by 2024. It offers customized voice, data and technology solutions from top providers.

Marketing 40

Marketing 2024 Call Center Contact Center 40

SurveySensum

JANUARY 27, 2025

By offering the same survey in English, Spanish, and Japanese, the brand can collect feedback that truly reflects the preferences of each market. This isnt just about gathering responsesits about gathering the right responses, in the language that best represents the customers voice. Focused goals ensure actionable insights.

Insights 52

Insights Customer Insights Download Customers 52