GetFeedback

MAY 24, 2019

When companies adopt NPS as a key metric, it inspires business growth, customer-centricity, and cross-functional alignment as different departments unite under the banner of decreasing detractors and increasing promoters. The next step is to mine the data to learn from customers, follow up with them, and make improvements.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. 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.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Customers Rock!

APRIL 26, 2010

I was in Santa Barbara and had a chance to see how one company shares their customers’ voices. Besides being very employee-centric (one whole wing of their campus was dog-friendly!), Citrix Online is very customer-centric. My hostess at Citrix walked me past their Voice of the Customer wall.

Apparel 162

Apparel Social Media Customer Centricity Customers 162

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 Customer Journeys Study 59

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.” The bad news? How a VoC Program Benefits Businesses.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

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 Customer Journeys Strategy Social Media 62

Customer Bliss

APRIL 27, 2018

In every silo’s pursuit of becoming customer centric, the cumulative effect may be causing survey fatigue and frustration to your customers who are receiving them. Take an inventory of all the surveys that go out to customers, when and why. They sit at the table with customers and talk to them face-to-face.

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Listening to customers and taking action. Knowing our customers.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

GetFeedback

JANUARY 19, 2020

Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CloudCherry

JANUARY 22, 2020

Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development. Develop objectives for improvement.

How To 243

How To Social Media Analysis Feedback 243

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? For instance, a bank might tweak its mobile app features based on user requests.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard.

ROI 243

ROI Customer Experience NPS Financial 243

ijgolding

JULY 15, 2016

Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 120

Connections Airlines Feedback Survey 120

DCX

OCTOBER 29, 2024

Try Empathy Mapping (Think of It as the Customer Brain Game) Empathy mapping sounds fancy, but it’s just a way to help your team get inside a customer’s head. Split them into groups and give them a customer scenario. Then, have them answer these questions: What’s the customer saying ?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Lumoa

MARCH 10, 2022

Share positive reviews on your website and social Similar to the above point, sharing positive reviews on your website and social media is a great way to amplify your customers’ voices and make them feel appreciated.  Host customer meetings Customer meetings may seem like a logistical nightmare with little payoff.

Feedback 221

Feedback Marketing Social Media Effort Score 221

ijgolding

SEPTEMBER 29, 2016

If we apply that to customers, would you ignore 270 customers out 1000 who were saying there was a problem with your product or service? Indeed, would you ignore 100, 50 or even just 10 people in a focus group? There are many ways to collect verbatim feedback from our customers, each one potentially gold dust.

Effort Score 120

Effort Score NPS Analysis Course 120

SurveyGizmo

NOVEMBER 18, 2020

This action triggers an email to be sent to specific groups of people based on the NPS score. In the example below, an email is sent to a specific group of people when the NPS is a 7 or higher. . No matter what may be mentioned in that feedback survey, the customers voice is heard. Did you know? Profound Effects.

Feedback 92

Feedback NPS Survey Customer Centricity 92

Retently

MARCH 11, 2025

What common questions might customers have? How can support teams be prepared to assist customers with this new item? By bringing the customers voice into the product development process, a CX Manager helps create experiences that meet expectations from the start.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Contact Center Groups 37

Michelli Experience

MAY 15, 2018

I also mean to look at collective data from customer experience breakdowns to achieve future process breakthroughs. DON’T Rely solely on Quantitative Assessments of Customer Voice –There is more to customer listening than asking them to rate you on a 10-point scale.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

CSM Practice

JANUARY 19, 2021

CX plays a big role in a company that composes of different internal departments and sections with different roles in achieving customer success, ensuring renewals , prevent churns, and increase revenue. CX covers both the journey and the destination of the customers. Amplify the Customer Voice. The Takeaway: .

Customer Success 90

Customer Success Marketing Customer Centricity Customers 90

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).

Customer Success 98

Customer Success Customers Metrics B2B 98

Second to None

FEBRUARY 1, 2019

In doing so, your company will move from a product-centric model to a customer-centric one. The customer will be at the forefront of every operation, guiding your business towards a higher satisfaction rate amongst your audience. At the same time, you will strengthen the existing group of satisfied customers.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There’s a culture component to it, a conscious culture change around how we think about customers.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

ProProfs Chat

OCTOBER 30, 2021

68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews. Hence, customer feedback is a crucial aspect of nurturing a customer-centric culture. What is Customer Feedback? Helps admiring Customers Voice.

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95

SurveySparrow

JULY 27, 2023

Did you know that customer-centric companies are 60% more profitable compared to their competitors? Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. This is where the voice of the customer (VOC) comes in. How Do You Get a Good Customer Voice?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Daniel Group

APRIL 5, 2023

I went and managed the processing center, which also had a customer service department in it. So very customer centric before that, but that really grew my appreciation for what our internal folks did, and then the importance of that interaction with customers and dealers. Trish Reed: Yes.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Oracle

AUGUST 7, 2018

Innovation must now focus on the customer. A customer-centric mindset puts customers at the center of a business’s thinking, decision making, and actions to improve customer experiences and enhance value. Applying customer centricity to innovation means solving customer problems and unmet needs.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

Second to None

FEBRUARY 20, 2018

While an advertising campaign may seem successful, it is important to monitor the online reaction to your products to truly understand the impact they may be having on customers. Second To None completed a study of a select group of people who have purchased from a variety of major brands.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Retently

AUGUST 9, 2018

Well, for one, you can create marketing messages and copy that is better tailored to your target customers , effectively letting you engage with them more effectively. Your customer voice research showcased that the target buyers don’t like adding their credit card details when subscribing to a trial. Detractors.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

SuiteCX

MARCH 31, 2015

Establishes standards, data and tech platforms across enterprise. Customer Centric Center of Excellence by BU Centralized team which establishes some common technology, processes, metrics, data and customer experience governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48