ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Insights 2010 59

InMoment XI

JUNE 5, 2013

During the event, Allegiance CEO Carine Clark asked attendees to gauge the current and future states of their programs in a short survey (…surprise, surprise…).

Voice of Customer 150

Voice of Customer Events Loyalty Customer Experience 150

InMoment XI

JUNE 5, 2013

During the event, Allegiance CEO Carine Clark asked attendees to gauge the current and future states of their programs in a short survey (…surprise, surprise…).

Voice of Customer 150

Voice of Customer Events Loyalty Customer Experience 150

InMoment XI

JUNE 5, 2013

During the event, Allegiance CEO Carine Clark asked attendees to gauge the current and future states of their programs in a short survey (…surprise, surprise…).

Voice of Customer 150

Voice of Customer Events Loyalty Customer Experience 150

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. With predictive insights, businesses can personalize the customer journey dynamically. The end goal is to fix experience issues before the customer has to give negative feedback at all.

Banking 326

Banking NPS B2B Social Media 326

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

JUNE 21, 2022

We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global leaders. 5 Pieces of Advice from Our Customer Experience Speakers. #1:

Customer Experience 195

Customer Experience Workshop 2022 Events 195

InMoment XI

JANUARY 10, 2023

So, let’s return to our original question: The role of a CX manager is to determine, implement, and refine the CX technology and vision required to see the entire customer journey from the customer’s perspective. Build text analytics dashboards and reports that are customized for each team (support, success, Product, etc.)

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

InMoment XI

JANUARY 4, 2024

A well-trained and motivated staff enhances the overall in-store experience for customers. In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency. Consider incorporating interactive elements or entertainment to make the events more engaging.

Retail 195

Retail Customer Experience Social Media NPS 195

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. has grown to become a leading active lifestyle brand and endurance event company with more than 2.5

Insights 195

Insights Social Media Net Promoter Score Events 195

OpinionLab

SEPTEMBER 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Most – if not all of this – they will do before even visiting your website.

Customer Journey Mapping 117

Customer Journey Mapping Customer Journey Webinar Voice of Customer 117

OpinionLab

NOVEMBER 30, 2016

So make it easy for them: you will win or lose on your customer experience. 2: The Cyber 5 is increasingly an online event. As they become ever more used to shopping online rather than in-store, your customers also increasingly like the ability to buy as soon as discounts are activated. 7: Mobile growth goes on and on and….

Retail 92

Retail Omnichannel Voice of Customer Sales 92

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Thematic

MARCH 2, 2025

In the case of Watercare , after major storms disrupted its infrastructure, the company faced a surge in customer complaints. Using Thematic’s AI-powered insights , Watercare was able to analyze voice of customer (VOC) data  in real time, allowing them to: ✔ Prioritize urgent issues to restore service faster.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Wootric

JANUARY 14, 2020

Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– Voice of customer feedback from Wootric becomes available to other platforms.

Customer Experience 64

Customer Experience Net Promoter Score Voice of Customer NPS 64

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer at Bendigo Bank.

Brands 113

Brands Banking Metrics Insights 113

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit.

Entertainment 133

Entertainment Customer Relationships 2018 Insights 133

Second to None

MARCH 14, 2018

That said, measuring the return on experiences and events is far from impossible, and by learning how to do so, marketers can justify their expenses to the C-suite while improving the effectiveness of their campaigns. Not every great experience makes a great experiential marketing event. Executing a Memorable Event.

ROI 54

ROI Events Social Media Return on Investment 54

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience.

Measurement 90

Measurement Customer Experience Net Promoter Score Effort Score 90

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Management 111

Management B2B Seminar ROI 111

Second to None

AUGUST 2, 2018

This incident, along with a few other damaging events on United flights , has permanently altered the way the brand is viewed in the marketplace. Implementing measurement programs like mystery shopping or compliance audits will not guarantee that events like these never happen. 1] [link].

Brands 59

Brands Airlines Social Media Voice of Customer 59

Totango

DECEMBER 17, 2019

Bringing all the data you have together gives the team a full picture of the customer’s health. The data set should include financial, business/CRM, engagement and touchpoints, product usage, Voice of Customer, and more. Gather Customer Feedback: Regularly gather customer feedback and adjust workflows as needed.

Customer Success 63

Customer Success Events Voice of Customer Customer Journey 63

Pink Guava

APRIL 28, 2021

Customers, both internal and external, share experiences and feelings when describing an event, an occurrence, and a transaction while interacting with a business through a touchpoint. Use feedback with the Intent to listen and understand Intent on why the feedback is being captured and analyzed makes all the difference.

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

Second to None

MARCH 27, 2019

By asking the first question, you force the customer to consider their negative experiences while responding to the latter. The survey creator may view each question as an isolated event, but the respondent is processing the information sequentially as they move through the survey.

Voice of Customer 85

Voice of Customer Customer Centricity Financial Consumers 85

Second to None

MAY 10, 2018

Another effective way to establish yourself as a omnipresent part of your consumers’ lives is to establish a series of community events, that do not have anything directly to do with selling your product. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link]. [2]

Apparel 54

Apparel Retail Events Voice of Customer 54

CX Journey

OCTOBER 2, 2014

The Pygmalion Effect is often to referred to as self-fulfilling prophecy , and it follows these four key principles: We form certain expectations of people or events. What role do companies have in setting customer expectations? brand expectations customer experience voice of customer' Alexander Pope.

Customer Experience 70

Customer Experience Voice of Customer Reference Customers 70

SurveySensum

SEPTEMBER 30, 2019

Find ways to learn more about your customers: Host an in-house CX event for your customers and invite them to talk to interact with you.

Net Promoter Score 69

Net Promoter Score E Commerce Customer Experience ROI 69

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Furthermore, it fairly makes it easier to close the loop with the customers in the process. I mean, we get it.

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Feedback Voice of Customer 78

Second to None

MAY 17, 2019

Cayton, Sisson and Zacher examined this assumption when they proposed that, “perhaps we tend to slight the significance of the Midwest because its history is largely a narrative of the accumulation of ordinary events into large-scale change rather than a story of dramatic turning points.” [3]

B2B 90

B2B Roadmap Brands Culture 90

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. Track Milestones and Events Over Time.

Events 72

Events Customer Journey Customers Loyalty 72

Totango

SEPTEMBER 1, 2020

Net promoter scores (NPS) can reveal a customer’s current opinion of your product. A simple ranking of a customer’s likelihood to recommend your product to their peers at that moment in time, this Voice of Customer information is unique in its source and a potential direct call for assistance from your customer.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

Totango

OCTOBER 1, 2019

This is achieved by closely monitoring the customer to make sure they’re using the right product features in the right way. There are a number of metrics that can be used to monitor the customer experience. Once that renewal campaign begins, it needs to be personalized to the customer and their unique journey.

Customer Journey 81

Customer Journey Voice of Customer Customers Metrics 81

OpinionLab

NOVEMBER 30, 2016

So make it easy for them: you will win or lose on your customer experience. 2: The Cyber 5 is increasingly an online event. As they become ever more used to shopping online rather than in-store, your customers also increasingly like the ability to buy as soon as discounts are activated. 7: Mobile growth goes on and on and….

Retail 60

Retail Omnichannel Voice of Customer Sales 60

Totango

JULY 23, 2019

Despite the most eagle-eyed customer management, things could go wrong. The key to managing escalations is to resolve matters quickly , listen and respond to Voice of Customer information , and see the situation as an opportunity to grow the customer relationship. . It will also alert you of notable events.

Customer Success 92

Customer Success Customer Centricity Customer Journey Customer Relationships 92

Totango

NOVEMBER 19, 2019

How Customer Success Maximizes ROI. In a customer-centered economy, the bulk of customer value is captured throughout the lifetime of a customer relationship rather than at a single sales event. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

Lumoa

NOVEMBER 21, 2023

Analysing VoC (Voice of Customer) from the customer feedback acquired through AI-powered surveys, feedback forms, chatbots, phone calls, and even social media further helps in understanding what is negatively affecting the customer experience and what can be done to improve it.

Feedback 78

Feedback Social Media Net Promoter Score Insights 78

Totango

SEPTEMBER 24, 2019

The bulk of customer value is now spread across years of renewal and upsell rather than being captured at a single sales event. As such, a customer-centric economy has emerged that prioritizes the customer experience as a means of inspiring long-term loyalty. . Automated Customer Monitoring.

Customer Retention 59

Customer Retention Sales Customer Success Events 59