CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Failure to do so is disrespecting the customer and the business.". ,,, 4. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. Such studies tend to be repeated, so both have rich historical data.

Voice of Customer 52

Voice of Customer Study B2B Exercises 52

Customer Guru

MARCH 27, 2018

The answer isn’t simple because improving customer experience takes time and there is no shortcut to it. In an earlier post, I’ve written about customer-centric leadership , which is critical to improving customer experience. This ensures that everyone knows how their actions translate to customer experience.

Customer Experience 114

Customer Experience Exercises Measurement Tips 114

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Customer Guru

JANUARY 30, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Marketing Management, he has successfully planned and executed customer acquisition strategies and developed larger funnels for opportunity conversion into the business.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Zeisler Consulting

AUGUST 10, 2020

Often through the exercise of alignment, companies and departments even end up revisiting and revising their corporate strategies when it’s discovered that their Mission and/or Vision aren’t compelling from the perspective of their Customers. Generally speaking, this is rooted in the Voice of Customer (VoC) program.

Culture 93

Culture Customer Centricity Exercises Strategy 93

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. These routines are how you run the business.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

Second to None

FEBRUARY 22, 2019

Having employees place themselves the shoes of the customer can be an effective exercise to identify common feelings that people may experience when navigating your program. Additionally, anticipating factors that may elicit positive emotions will lead to a more satisfied and loyal customer. Retrieved from Forrester. [4]

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

RapportBoost

DECEMBER 10, 2018

It doesn’t matter how many kind of positive gamification exercises you try and pull on top of that, because the underlying infrastructure that makes work nice is really kind of broken. The post Top Priorities in Customer-Centric Contact Centers appeared first on RapportBoost.AI. Nate: Thanks everybody. Kaye: Thanks everyone.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. These routines are how you run the business.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Second to None

MARCH 7, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 7, 2018: “Is your sales team failing to hit your company’s monthly and annual sales goals despite carefully planned forecasts and team-building exercises? Are you thinking it’s time for a shakeup? Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. It’s a huge [customer] lifecycle,” says Matt. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Pink Guava

OCTOBER 31, 2018

There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember, these champions have to be self motivated, customer centric and teamplayers. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Seaton CX

MAY 16, 2024

In this article, I’ll explain what a customer journey map is, why it’s important, and how to use DARMA to create a compelling customer journey map, discover deep customer insights, and spark customer-centric change in your organization. Table Of Contents What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 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.), Customer Engagement. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

APRIL 18, 2022

Post examination of the findings the Product Team decides to additionally obtain an understanding from the users on what could help them in their day-to-day customer success activities. The survey capability within SmartKarrot is used as a primary ‘voice of the customer’ mechanism for this exercise.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71