Eptica

FEBRUARY 27, 2019

Outside In: The Power of Putting Customers at the Center of Your Business By Harley Manning and Kerry Bodine Based on fourteen years of research by customer experience analysts at Forrester Research, Outside In delivers a complete roadmap to attaining the experience advantage, and driving greater loyalty and revenues.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

ChurnZero

JULY 2, 2020

Incorporating the customer’s voice into the journey is so important. Because that’s not just customers having an idea of a voice, it’s literally the customers’ voice. It leads into a lot of what Robin’s focused on with communities.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

CX Journey

JULY 7, 2015

The immediate next step for this type of map is to do some customer research. You absolutely have to validate the map with your customers to make sure that the customer voice is heard and visualized as part of the mapping process. At this point, you’ll likely also uncover a desired future state, according to the customer.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Diane Gordon, Senior Vice President of Customer Success, Validity.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

FEBRUARY 26, 2021

Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation. Take the initiative to align on your product roadmap. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Company Management Roadmap 59

Confirmit

JANUARY 19, 2021

Of course, we’ll keep you updated as things move forward but for the moment, it’s business as usual as we continue to push ahead with delivering our product roadmap and doing our best to serve our customers. Voice of the Customer Voice of the Employee Market Research Company.

Roadmap 52

Roadmap Customer Voice Course Technology 52

ChurnZero

JUNE 14, 2023

If you aspire to become a more customer-centric business—not just now but also in the long term—your CS team should collaborate more with other departments. of customer success teams we surveyed collaborate regularly with product teams, for example—bringing customers’ voices and perspectives to product roadmaps—just 44.9%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Gainsight

MARCH 15, 2022

The Volume of the Customer Voice. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. It’s also important that the customer voice gets translated to other teams for maximum impact.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. How do I cancel?"

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! If you’re serious about getting everyone on the same page, this is your roadmap!

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! If you’re serious about getting everyone on the same page, this is your roadmap!

Sports 52

Sports Social Media Roadmap Feedback 52

SurveySparrow

SEPTEMBER 29, 2023

These are actionable insights and a roadmap for implementing changes and improvements based on workshop discussions. How to Run a Customer Experience Workshop Running a customer experience workshop isn’t a one-and-done event; it’s an ongoing journey of improvement. They break the journey into memorable moments.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Daniel Group

APRIL 5, 2023

And it takes us as an OE, and it takes the dealers to provide that customer experience. So it’s been a good roadmap of what we’re doing together. And I think a couple of things too, we learned in all that was some of the dealers listening to the actual interview and hearing things in the customer voice.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer?

Voice of Customer 52

Voice of Customer Survey Customer Retention Feedback 52

SurveySparrow

NOVEMBER 28, 2023

A mix of opinions ensures a well-rounded understanding of customer needs. Customer Voice is King: Listen directly to your customers. An informed team is an empowered team working towards common customer-centric goals. Roadmap Alignment: Embed Kano Analysis into your product development roadmaps.

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

SurveySensum

MAY 14, 2024

It’s about turning customer feedback into a quantifiable asset that can directly influence product roadmaps and service enhancements. This integration means your databases do more than store information—they become crucibles where customer voices inform innovation and drive business decisions anchored in real-world user experiences.

Analytics 52

Analytics System Metrics Resources 52

CustomerSuccessBox

DECEMBER 4, 2018

The success plan needs to be a dynamic document which evolves with the customer’s goals and those goals will evolve as the customer’s objectives change and as your own product roadmap progresses. Step 5: Invest in customer relationships. Step 7: Capture, segment, and share customer voice.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

SmartKarrot

SEPTEMBER 8, 2021

Role: VP, Global Customer Success Location: San Francisco, CA, US Organization: Elastic As a VP of Global Customer Success, you will own the Elastic customer journey, ensuring the users’ success by driving transformational outcomes powered by Elastic solutions.

Customer Success 19

Customer Success Roadmap ROI Customer Satisfaction 19

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey. Enable the client to maximize their investment in the platform.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3

SmartKarrot

AUGUST 12, 2021

Develops strong customer relations by deeply understanding their needs and mapping them to the value of Jama Connect during the post-launch phase of the customer lifecycle. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Qualtrics

FEBRUARY 18, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. But why the slow progress? Don’t measure.

Government 29

Government Leadership Roadmap Culture 29

Qualtrics

FEBRUARY 18, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. But why the slow progress? Don’t measure.

Omni-Channel 29

Omni-Channel Government Leadership Social Media 29

SmartKarrot

MAY 24, 2022

Educate your customers so they understand and use Showpad’s powerful features to the fullest. Representing your customers’ voices to the business, directly impacting product development decisions within Showpad.

Customer Success 3

Customer Success e-support Roadmap Advertising 3

DCX

JULY 30, 2024

You've likely faced blank stares or resistance when trying to explain why the legal team should care about customer experience or how finance plays a role in customer satisfaction. This guide is your roadmap to winning hearts and minds across your organization. It's time to change that narrative.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SmartKarrot

JUNE 29, 2021

Helping customers understand and use Showpad’s powerful features to the fullest. Forwarding your customers’ voices in the business, directly impacting product development decisions within Showpad. Analysing usage data, surveying users, running QBRs (Quarterly Business Reviews), presenting product roadmap, etc.

Customer Success 10

Customer Success Leadership Case Study Roadmap 10

SmartKarrot

APRIL 18, 2022

The findings are shared with the Product Team in a regular sync up between the Customer Success Managers and the Product Team. The interactions between the two primary stakeholders in the customer success world helps define the roadmap for the platform which is a key contributor to ensuring customer success.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Qualtrics

FEBRUARY 17, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. But why the slow progress? We’re all digital now.

Customer Experience 29

Customer Experience B2B Leadership Government 29

Thematic

JUNE 17, 2024

Whether you're a seasoned CX professional or just starting your journey, this article will distill the experts' wisdom into seven key takeaways, offering a roadmap to transform your VOC program from a cost center into a powerful engine for growth.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

DCX

JUNE 25, 2024

Building your time capsule will create a roadmap that your future self will thank you for – a guide to building customer experiences that are not just satisfying, but truly timeless. Create a "Customer Voice" section where unfiltered customer feedback – good and bad – is displayed prominently.

Travel 52

Travel Customer Experience Roadmap Exercises 52