Experience Matters

DECEMBER 9, 2014

The B2B2C environment is complex and full of challenges that hamper companies’ ability to deliver great customer experience to their end customers, such as a lack of alignment with partners or a limited understanding of customers.

Report 282

Report Customer Experience Groups Analytics 282

Lumoa

NOVEMBER 8, 2018

Customer Experience-related business KPIs Understanding the customer voice is a crucial step for building a successful customer experience management approach. Just keep in mind that you also need to listen to the customer to really understand how they experience the situation.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

C3Centricity

FEBRUARY 13, 2024

This section discusses how organizations can harness this feedback to drive meaningful change, ensuring that products, services, and customer experiences are aligned with market needs and expectations. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Experience Investigators by 360Connext

OCTOBER 29, 2014

It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! If you are interested in this feature, please contact your CS manager or email help@lumoa.me

Knowledge Base 195

Knowledge Base Customer Voice Touchpoint Feedback 195

Michelli Experience

OCTOBER 24, 2014

Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet” [.]' I have often suggested that a measure of a person and of a brand is what people say about you when you are not around.

Customer Voice 171

Customer Voice Innovation Measurement Brands 171

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Tips 296

Tips Culture Exercises Feedback 296

AWS Machine Learning

FEBRUARY 21, 2025

The user interface consists of three sections: Contact Control Panel A softphone client using Amazon Connect Customer Controls Customer-to-agent interaction controls, including Transcribe Customer Voice, Translate Customer Voice, and Synthesize Customer Voice Agent controls Agent-to-customer interaction controls, including Transcribe Agent Voice, (..)

Connections 80

Connections Contact Center e-support Call Recording 80

CX Journey

SEPTEMBER 2, 2014

communication customer experience listen voice of customer voice of employee' Are you hearing- really hearing - what your employees are saying to you? One of the most sincere forms of respect is actually listening to what another has to say.

Voice of Customer 169

Voice of Customer Exercises Customer Voice Communication 169

Lumoa

MAY 30, 2024

An example question could be something like: Does this feedback describe a software bug What is the client emotion in this feedback Is the customer voicing this feedback likely to churn Our AI will then take your question, and for each individual feedback, attempt to answer that question.

Knowledge Base 195

Knowledge Base B2C Feedback Software 195

Lumoa

SEPTEMBER 2, 2022

Lumoa offers a way to close the loop with your customers by using the Events page. Immediately identify the customer voice that has yet to be heard. Now, we have added the User Avatar on feedback that has been assigned. This will: Make it easer to see what feedback has been assigned. See who is taking action on feedback.

Knowledge Base 195

Knowledge Base Feedback Customer Voice Survey 195

CX Journey

SEPTEMBER 11, 2014

customer experience employee experience process improvement voice of customer voice of employee' A government that robs Peter to pay Paul can always depend on the support of Paul. George Bernard Shaw.

Voice of Customer 157

Voice of Customer Employee Experience Financial Government 157

CX Journey

NOVEMBER 18, 2014

survey design surveys voice of customer voice of employee' Statistics were magic like this: they could tell you with near-certainty that a thing would occur, without a hint of when or where. Hugh Howey, Shift.

Survey 160

Survey Voice of Customer Conference Customer Voice 160

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. Smartest Actions 1.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

ijgolding

APRIL 15, 2015

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP'

Net Promoter Score 120

Net Promoter Score Feedback Customer Experience NPS 120

Lumoa

FEBRUARY 6, 2024

We want to use Concepts to help refine our AI so that it is easier for you to get to the heart of your customers voice. What this means to you , is that your Topics will be more accurate and General will be smaller. We still have some changes planned though, so stay tuned for more info!

Knowledge Base 195

Knowledge Base Feedback Customer Voice Training 195

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

Conference 195

Conference Banking ROI Customer Voice 195

Lumoa

NOVEMBER 3, 2022

This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in.

Knowledge Base 195

Knowledge Base Analytics Analysis Feedback 195

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Lumoa

JANUARY 8, 2024

To give you a clearer picture, we’ve put together a comparison of three Customer Experience platforms : Lumoa : Lumoa is the first CX platform to offer a Generative Pre-trained Transformer (GPT) and is known for its advanced text analysis. And they can make timely decisions that will improve KPIs up to three times.

Analysis 369

Analysis Software Comparison Social Media 369

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Alida

OCTOBER 23, 2017

In a recent company-wide announcement, the company’s VP of stop-loss said insight communities and listening to the customer voice are now part of the department’s strategic planning road map. As these companies show, calculating the ROI of customer relationships isn’t rocket science.

ROI 153

ROI Customer relationships Insurance Advertising 153

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 130

Healthcare Customer Centricity Customer Voice Employee Engagement 130

Experience Investigators by 360Connext

MAY 7, 2024

Guest List: Tabitha Dunn, CCXP Head of Global Customer Experience and Sales Technology at Hitachi LinkedIn: [link] Karyn Furstman, CCX, CCXP, XMP CEO & Chief Experience Officer at CustomersFurst LinkedIn: [link] Lorraine Schumacher, CCXP CX Executive Advisor LinkedIn: [link] Jignesh Shah VP of Products & GTM leader at Blackhawk Network LinkedIn: (..)

Healthcare 143

Healthcare Culture Customer Voice Connections 143

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

InMoment XI

DECEMBER 29, 2022

InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle. Review and reputation management are central components of a broader customer experience ecosystem.

Analytics 195

Analytics B2B Guidelines Software 195

InMoment XI

JUNE 21, 2022

. #5: Level Up Your Experience Program by Marrying Together Multiple Voices. In the last keynote of the day, the CEO of JAX Tyres & Auto , Steve Grossrieder, described how their business is layering together voice of customer, voice of employees, and even voice of franchisees for a complete view of the customer journey.

Customer Experience 195

Customer Experience Advertising Feedback Survey 195

CX Journey

AUGUST 29, 2014

Specialties include VoC architecture, journey mapping, developing linkages to business performance, reduction of customer defection, results analysis and communication, with expert survey design skills. customer experience partner experience voice of customer voice of partner'

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

Kayako

JULY 30, 2018

If not, what’s holding you back from these powerful opportunities to engage with your customers? Customer voice: Creating content through dynamic customer feedback and their perspective is the fastest way to successful content marketing. Generating content that is initiated from what customers do and say is powerful.

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

Customer Bliss

DECEMBER 8, 2017

Where there were comments, it was an intensely manual process to decipher key themes, with what we call “air dives” done by individuals within the customer voice team. In addition, we lacked qualitative insight to advance our understanding of the meaning behind the scores. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Social Media 146

ShepHyken

FEBRUARY 4, 2020

Positive change within customer experience and company culture must start from the top. Quotes: “Infuse the customer voice within the development of new products. Make sure the customer is at the table right from the beginning.”. Executives must be fully on board for it to become a part of the culture.

Culture 138

Culture Customer Centricity Employee Engagement Customer Voice 138