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 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. The day was filled with practical tips that you can apply to your program from day one.

Customer Experience 195

Customer Experience Feedback Advertising Survey 195

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries.

Customer Centricity 66

Customer Centricity Culture Customer Journeys Leadership 66

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am exploring each one of my seven tips in a little more detail. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

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. For instance: “Why are customers dropping off during onboarding?”

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

DCX

OCTOBER 29, 2024

Are you trying to help your team understand why customers get so frustrated? Pro Tip: Kick things off with a couple of real customer quotes. Pro Tip: Push for phrases like “I can see why that would be upsetting” or “That sounds really frustrating.” Whatever it is, keep it simple. ” moment.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

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

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? 💡 Thematic Expert Tip: Accessible for Non-Technical Teams.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

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.  Holding regular customer interviews should be a core part of any feedback gathering strategy.

Feedback 221

Feedback Marketing Social Media Effort Score 221

Kayako

NOVEMBER 21, 2018

Even though it costs them more money to offer faster shipping options and free returns, they’re willing to accept it because it makes the buying process more convenient for customers. How do you build a customer-oriented culture? Here are five tips and lessons from brands that have done it successfully. The solution?

Culture 120

Culture Banking How To Customer Service 120

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

SurveyGizmo

NOVEMBER 18, 2020

There might be times where a customer is having an issue and mentions this in the feedback, where our support team can then take action and reach out to assist. No matter what may be mentioned in that feedback survey, the customers voice is heard. Profound Effects.

Feedback 92

Feedback NPS Survey Customer Centricity 92

Second to None

FEBRUARY 1, 2019

Net Promoter Score is just the tip of the iceberg above the surface of an overarching mission and set of values [2]. In doing so, your company will move from a product-centric model to a customer-centric one. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

Confirmit

NOVEMBER 16, 2020

In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change. Everyone from customer or employee experience practitioners or wider insights teams will find advice and top tips, from 25 businesses in over 10 industries, guaranteed to inspire action.

Insurance 52

Insurance eBook Case Study Touchpoint 52

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

Playvox

SEPTEMBER 30, 2022

Related Article: 3 Tips For Optimizing Your Contact Center Schedule. The Salesforce State of Service report shows that the best-performing customer service centers have connected relationships with other departments. You have a vital line of communication with customers that other departments don’t. How much revenue is at stake?

Contact Center 67

Contact Center eBook Report Tips 67

Second to None

AUGUST 7, 2018

To help you, here are tips to streamline your checkout process and make it easier for shoppers to navigate. Tips to Optimize Your Store’s Checkout Process. It’s important that customers don’t run into any issues while they are finalizing purchases.

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

PeopleMetrics

FEBRUARY 25, 2022

How to Improve Your Customer Experience. How do you improve your customer experience and build an effective CX management process ? We have a few tips: Define your CX strategy essentials. Foster a customer-centric culture of continuous improvement. Now it's time to put all the pieces together.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

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)? Only this will allow your organization to be wholly customer centric with a focus on increasing customer satisfaction.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! If you’re serious about getting everyone on the same page, this is your roadmap!

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! If you’re serious about getting everyone on the same page, this is your roadmap!

Sports 52

Sports Social Media Roadmap Feedback 52

SurveySparrow

NOVEMBER 28, 2023

Kano Analysis: Best Practices and Pro Tips Though it sounds complex, the Kano Model can be easily implemented with the help of some expert guidance. Here are ten tips we came up with. A mix of opinions ensures a well-rounded understanding of customer needs. Customer Voice is King: Listen directly to your customers.

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

SurveySparrow

MARCH 21, 2022

They have become instrumental in directing your business towards success, directly from the people who matter to you- your customers. Voice of Customer Survey Vs. Voice of Customer Program. We can all agree that a crucial step in powering up your customer experience is making your customers happy.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

ChurnZero

FEBRUARY 26, 2021

Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation. To get better alignment with Product: Blog: Customer Success and Product: How to Align Your Customer-Centric Stars: Part 1 (and Part 2 ).

Customer Success 59

Customer Success Company Management Roadmap 59

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Heart of the Customer

APRIL 29, 2019

The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam!

Customer Journeys 92

Customer Journeys Marketing Customer Experience Customer Voice 92

Heart of the Customer

JUNE 10, 2019

Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […]. “Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7?

Customer Care 84

Customer Care Marketing Customers Customer Voice 84

Heart of the Customer

FEBRUARY 12, 2019

Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. I interviewed her to better understand their role, and how they help Prime improve the customer experience. Could you start off by describing […].

Government 83

Government Customer Experience Management Customers 83

Heart of the Customer

DECEMBER 4, 2018

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.”

NPS 74

NPS Course Net Promoter Score Customer Experience 74

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research.

Customer Journeys 76

Customer Journeys B2B How To Customers 76

Heart of the Customer

OCTOBER 25, 2018

This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer. Can you give me some design suggestions before I share it with my company?

Customer Journeys 68

Customer Journeys Company Customer Voice Customer Centricity 68

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52