Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

Pointillist

JUNE 7, 2021

High-performing teams are more likely to be effective at implementing critical CX capabilities, such as analyzing omnichannel behavior over time, orchestrating relevant experiences given a customer’s unique context, quantifying the impact of CX on business metrics and more. On the other hand, underperformers struggle to master each ability.

Measurement 71

Measurement Survey Customer Journeys Management 71

Customer Alignment

OCTOBER 2, 2017

track in eliciting customer feedback and are more likely to respond to individual customer’s feedback, than leaders. This ‘responding to feedback’ is one area where we can see laggards as a group doing more of, than leaders. Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Qualtrics

FEBRUARY 21, 2020

Here are the three habits companies should adopt to establish customer experience management as a core organizational discipline: 1) Continuously learn what customers are thinking and feeling. For example, one bank created a series of in-depth customer journey maps highlighting how key customer segments felt at different moments.

Banking 36

Banking Industry Customer Experience Customer Journeys 36

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Working closely with the Sales & Onboarding teams to ensure a smooth customer journey. Implementing customer change programmes.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Qualtrics

JULY 7, 2020

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal.” How are you collecting that feedback? So the customer is angry of the food is late delivered.

Customer Experience 26

Customer Experience Survey Customers Feedback 26