ECXO

MARCH 6, 2025

For example, if you notice more customers asking for self-service options, you might pilot an improved online portal or knowledge base to meet that emerging need. In this way, the CX program functions like a continuous listening and response system, always tuned to the customers voice. Oct 4, 2013). Mar 11, 2020).

B2B 339

B2B Customer Journeys How To Effort Score 339

Confirmit

DECEMBER 18, 2016

Voice of the Customer Voice of the Employee Market Research Company. Given we pride ourselves on being a true partner to our clients, we’re always keen to work with them on areas that will help them succeed.

Survey 56

Survey Customer Voice Consulting Training 56

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. How do you make sense of your customers' words? There are not only a ton of different customer listening posts these days, but the types of customer data are equally as varied and voluminous. I've made some modifications.

Call Center 80

Call Center Analytics Social Media Survey 80

Customer Bliss

APRIL 18, 2017

In 2013, she was recognized by The Manufacturing Institute, Deloitte, the University of Phoenix, and the Society of Manufacturing Engineers with the Women in Manufacturing STEP (Science, Technology, Engineering and Production) Award. They needed to bring more of a customer voice to delivery/operations, so she undertook that role.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

Beyond Philosophy

MAY 21, 2015

In 2013, Chris Arnold, Chipotle Spokesman explained in an article on Bloomberg business that revealing the presence of GMOs in their foods “ engenders more trust when you’re forthcoming about the food you serve. They did so without concern for losing business but instead with a concern for transparency.

Leadership 60

Leadership Customer Voice Consumers Brands 60

ClearAction

JANUARY 14, 2015

Need for a Customer Experience Management Strategy Model. A quick comparison of data in the new B2B report with Forrester's 2013 State of Customer Experience survey (which is predominantly based on B2C firms), shows the figures are roughly the same for the top obstacles to CXM success: Lack of clear customer experience strategy.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Clarabridge

JUNE 13, 2017

Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. We engage with them wherever they are, so they may always benefit from our products and services, even in ways they did not expect. Can you describe your VoC journey? .

ROI 40

ROI Net Promoter Score Return on Investment Retail 40