OpinionLab

JULY 15, 2016

OpinionLab helps companies simplify their CX and build customer centric cultures. The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. Find out how by downloading our overview fact sheet or requesting a demo.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Lumoa

OCTOBER 12, 2020

Customer-centric businesses are not only more relevant to customers, but 5x more likely to be a top competitor in their industry, and 4x more profitable than competing businesses that don’t focus on customer experience (Forrester, 2016).

Feedback 195

Feedback How To NPS Customer Centricity 195

BlueOcean

FEBRUARY 14, 2018

The challenge is translating your brand voice from marketing into the voice of customer care. And finally, you need 2020 metrics – not 2016 metrics. Easier said than done. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?

Survey 159

Survey Feedback Social Media Roadmap 159

Responsetek

MAY 7, 2018

Reward outweighs risk: Sharing customer feedback with your frontline. Not only do the top companies have employees who pay more attention to the voice of the customer, but these top companies actually share the information openly with 4x more employees than those with a lesser engaged team. points over 2015 full-year figures.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Image courtesy of m kasahara I originally wrote today's post for Clicktools. I've made slight modifications. I beg to differ.

Survey 159

Survey Feedback Customers Touchpoint 159

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Customer Voice 146

OpinionLab

JUNE 8, 2017

But rather than taking the time to help ensure the right customer is reached at the right time via the right channel, most companies pick the channels most convenient to their needs and blast customers with requests for feedback. The result is low response rates and feedback that may not accurately represent customer perception.

Customer Experience 68

Customer Experience Social Media Survey Feedback 68

Confirmit

MAY 31, 2020

BOI Payment Acceptance (BOIPA) launched our Voice of Customer (VoC) program in 2016 as a key component of our customer strategy. Together with our CX management partner W5, we started by identifying the relevant parts of the customer lifecycle we needed to measure and track.

Voice of Customer 52

Voice of Customer Measurement Feedback Course 52

Second to None

MARCH 30, 2018

According to Scott Brinker’s Marketing Technology Landscape Supergraphic , there are now more than 5,300 marketing technology solutions—a 40 percent increase from 2016. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Say no to point solutions.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. I originally wrote this post for CXpert. What will companies focus on this year?

Data 80

Data Analytics Customer Experience Professionals Tools 80

Second to None

APRIL 3, 2018

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty.

Brands 63

Brands Consumers Rewards Programs Ecommerce 63

OpinionLab

SEPTEMBER 16, 2016

Along with every piece of customer feedback, an effective VoC program collects reported context (at the most basic level, what your customers feel about their customer experience) and touchpoint context (i.e.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Customer Centricity 60

OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

Confirmit

FEBRUARY 28, 2017

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Our customer satisfaction rates continue to be among the highest in the software industry and this award demonstrates that we are delivering on that promise.

Hospitality 40

Hospitality Social Media Voice of Customer Customer Voice 40

Forrester

AUGUST 3, 2016

We will use it to determine which vendors to include in the full Forrester Customer Feedback Management Wave TM study and to gather data for a separate "Market Overview Voice Of Customer Vendors" report.

Feedback 40

Feedback Marketing Management Voice of Customer 40

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. I originally wrote today's post for Clicktools. I have modified it slightly since then. What are you doing with what you've heard?

Effort Score 80

Effort Score Metrics Measurement Feedback 80

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

OpinionLab

JUNE 17, 2016

This is consistent with something we have observed consistently in recent times, namely organizations falling short on mobile CX as they struggle to get to grips with customer expectations. The impact of smart devices on customer behavior is undeniable.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Insurance 60

Strativity

APRIL 19, 2016

Peters appointment marks the next step in Touchpoint Dashboard’s launch of a full suite of products and professional services, including local journey mapping workshops and trainings that will begin in the second-half of 2016. Touchpoint Dashboard’s journey management platform gives you the flexibility to design engaging customer experiences.

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40

Second to None

JANUARY 22, 2019

They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow? In 2016, 62.9 ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Telecommunications 48

Telecommunications B2C Voice of Customer Effort Score 48

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

ChurnZero

JANUARY 13, 2023

It signals to us a growing maturity of understanding of Customer Success leaders for the need to define the right data strategies before their organizations can deliver desired outcomes for all customers. Linking CS and money began turning up in my research around 2016, and has quickly and consistently increased in the years since.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 4, 2020

Alongside overall digital influence growth, mobile’s in-store influence has also expanded from 5 percent in 2013 to more than one-third (37 percent) in 2016. 3-18, 2016. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. About the survey.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

OpinionLab

AUGUST 17, 2017

For example, an obvious channel to pick up direct feedback about your website redesign without directly asking your customers is social media. Joshua Carpenter (@jscarpe) December 14, 2016. Ummm… Yes? Websitefail pic.twitter.com/WzEPDDW83G. Contact center, indirect feedback and how they can power your website redesign.

Contact Center 74

Contact Center How To Feedback Consumers 74

CX University

OCTOBER 19, 2017

To kill off the Galaxy S7 Note — the messy situation in the fall of 2016 — they eliminated $17 billion in market value from their company in one big and historical mistake. This would mean customers (i.e. voice of customer), partners, and employees. What holds together the entire customer experience chain is quality.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 48

ROI Effort Score Study Financial 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Doing CX Right

SEPTEMBER 5, 2020

MyCustomer asked a variety of experts, including me, about how to enhance customer experiences through a VOC program during tough times. Research Tells Us: In 2016, in what was possibly the most meta consumer survey of all time, a 2016 OpinionLabs study revealed that 72% of consumers didn’t like being surveyed by brands.

Survey 52

Survey Travel Feedback Study 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

She is a Speaker, Author, and Customer Success Influencer. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

OpinionLab

AUGUST 29, 2017

When you look at customer retention across industries, the findings are quite striking. If you look at the chart below, it appears that customers are becoming more likely to switch companies at an alarming rate. The difference between the 2015 and 2016 figures are clear. Why are your customers becoming less loyal?

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166