CX Journey

MAY 17, 2017

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. Data collection methods have changed.

Survey 159

Survey Feedback Social Media Roadmap 159

CX Journey

SEPTEMBER 27, 2017

Yes, even customer listening programs become stale and must be updated. You've made changes to the experience that you want to measure and track; there are emerging trends in the industry and with customer needs; customers change, and new customers come into the fold; and you're offering new products and services.

Survey 114

Survey Social Media Feedback Trends 114

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

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 88

Metrics NPS Trends Financial 88

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. They are perhaps not measuring and acting upon the right things.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Go straight to the source and use voice-of-customer data in your 1:1 conversations.

Customer Satisfaction 22

Customer Satisfaction How To eBook Voice of Customer 22

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 80

Metrics NPS Trends Financial 80