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CX Competency: Customer Connectedness (Video)

Experience Matters

By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].

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CX Competency: Customer Connectedness (Video)

Experience Matters

By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness:

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Report: The Future of Customer Experience Insights

Experience Matters

Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.

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Report: Unlocking Customer Insights From Contact Centers

Experience Matters

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

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Use Customer Insights To Close Four Loops

Experience Matters

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. But this represents only one of four loops that companies need to close.

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less. 81% of respondents expect to put more focus on customer insights and analytics. 66% of respondents expect that their company will spend more on CX this year than it did last year.

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Report: The State of the CX Management, 2015

Experience Matters

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

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