Customer Bliss

APRIL 18, 2017

And in March 2017, Anne was recognized by the Pittsburgh Business Times as one of the 25 most influential businesswomen in western Pennsylvania with a BusinessWomen First Award. They needed to bring more of a customer voice to delivery/operations, so she undertook that role. Passionate About Transforming.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey.

Customer Service 61

Customer Service Social Media Chatbots Ecommerce 61

ijgolding

JANUARY 17, 2017

Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers? Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. How do I cancel?"

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CX Journey

FEBRUARY 14, 2017

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

Survey 130

Survey Feedback Tips Examples 130

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX.

Survey 118

Survey Feedback Touchpoint Customer Experience 118

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Innovation 30

Innovation Feedback Customer Engagement Technology 30

Confirmit

NOVEMBER 28, 2017

This report, Extend The Customer Experience To The Employee Experience, October 2017, Forrester, outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight.

Employee Experience 45

Employee Experience Customer Experience Customer Voice Report 45

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. A 2017 CMO Council study 5 reveals that: Less than 10% of Sales leaders and CMOs view themselves as the owner of the customer experience.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Confirmit

JUNE 3, 2018

In The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017, Confirmit was cited as a leader in Customer Feedback Management Platforms. ” Voice of the Customer Voice of the Employee Market Research Featured Analyst Insight. .”

Feedback 40

Feedback Self Service Management B2B 40

Confirmit

MAY 3, 2017

In The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017, Confirmit was cited as a leader in Customer Feedback Management Platforms. ” Voice of the Customer Voice of the Employee Market Research Analyst Insight. .”

Feedback 40

Feedback Self Service Management B2B 40

Confirmit

JULY 1, 2020

This means we have invested significant time and effort to make sure that we follow every process, every time, and every year since 2017, when we first gained SOC 2 compliance. Voice of the Customer Voice of the Employee Market Research Product Innovation Company.

Policies 52

Policies Customer Voice Course Employee Experience 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. How do I cancel?"

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Confirmit

SEPTEMBER 9, 2018

As a result, turnaround times for claims have nearly halved, handling of incomplete claims or complaints has improved with a focus on empathy and quality, and employees have been empowered to take action for customers directly. Voice of the Customer Voice of the Employee Case Studies.

Insurance 40

Insurance Return on Investment Case Study Policies 40

Talkdesk

JULY 26, 2017

Our patented algorithms are helping businesses understand their customers at a deeper level to achieve greater customer satisfaction and stronger agent performance. TalkIQ : Every conversation matters, and customer voice data presents a huge opportunity for you to better understand your customer needs. You decide.

Contact Center 40

Contact Center Call Center Healthcare Analytics 40

Hero Digital

OCTOBER 10, 2018

In 2017, DTC sales increased by 34% and represented 13% of all e-commerce sales. Successful DTC brands make data-driven customer experiences their core offering. From the customer perspective, DTC products are risky. The secret sauce? Data-first priorities help brands rethink the possibilities of industry practices.

Retail 40

Retail Consumers Brands Comparison 40

Second to None

JANUARY 22, 2019

Its response was acquiring TeleSign in the spring 2017. This enables its customers to add features for their customers without having to build backend infrastructure and interfaces.

Telecommunications 48

Telecommunications B2C Effort Score Voice of Customer 48

Verint

SEPTEMBER 21, 2017

greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed. 1 and 2 The Business Value of a Next-Generation Back Office Organization , Aberdeen Group, June 2017. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Contact Center Groups 37

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? And the most common activity for VOC teams is defining customer experience metrics , and this became even more popular [in 2017].

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

COPC

NOVEMBER 13, 2019

With the aspiration of achieving such excellence, Shouqi engaged COPC in December 2017 and started its journey of building a world-class customer service centre. Shouqi, which is dedicated to improving services and operations, is bound to stand out in such an environment.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

SurveySparrow

JULY 21, 2021

Ranked #1 survey software by softwareworld.co , SurveySparrow has flown a long way since 2017 – from a survey tool to a conversational platform that delivers end-to-end experience solutions. It’s short on advanced features such as question and answer logic, custom workflows and integrations with third-party apps.

e-support 52

e-support Social Media NPS Survey 52

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 1-24; Webinar Series.

Customer Experience 25

Customer Experience ROI Employee Engagement Analytics 25

Verint

SEPTEMBER 7, 2017

How do we ensure the best possible experience for our customers? This blog originally ran on Customer Think on June 2, 2017. Details are important, but the CX team can help keep the focus on the big picture, too.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

CX University

MARCH 22, 2018

Ecommerce as a percentage of total retail in the United States has grown from under 4% in 2008 to 9% in 2017, (US Census Bureau, 2018). And even when customers are buying in stores, they often research online, or they are exposed to new products and services online. Welcome the Customers’ Voice to the Conference Table.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66