ClearAction

MARCH 24, 2017

We need to be thinking of VoC metrics as a value chain : (1) revenue, market share, and customer perceptions (VoC) are consequences of our business processes — they’re lagging indicators because our stakeholders see them when we see them, (2) what customers receive (e.g. timeliness, responsiveness, quality, accuracy, etc.)

ROI 48

ROI Effort Score B2B Customer Journeys 48

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. Focus on solving customers’ problems and removing frustration points. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. Focus on solving customers’ problems and removing frustration points. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 49

Customer Experience Video Sales ROI 49

SmartKarrot

APRIL 4, 2022

With C-Suite executives being at the helm of all events, customer success strategies need to entwine CS into all departments. C-Suite leaders must keep the customers at the core of their plans and processes. Design the customer experience. Design the customer experience strategy for every team.

Customer Centricity 10

Customer Centricity B2B Tips How To 10