Influitive

JANUARY 24, 2019

But is your entire company doing enough to make your customers’ voices heard? The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive. You tell everyone, especially the people most likely to find it interesting. B2B brands and products are no different.

Report 74

Report Sales Brands Marketing 74

CX Journey

SEPTEMBER 2, 2014

The focus of the conversation is singular rather than broader, perhaps opening up doors to other topics, features, sales, options, etc. communication customer experience listen voice of customer voice of employee' -Peter Drucker If you listen with the intent to reply, you don''t hear everything that is being said.

Voice of Customer 169

Voice of Customer Exercises Customer Voice Communication 169

Lumoa

NOVEMBER 30, 2022

So, to sum it up, conversational AI seeks to deliver a more pleasant shopping experience by providing customers with relevant information at the most crucial sales cycle stages. How to amplify customer experience in retail with conversational AI. Incorporate a digital sales agent. …” to a returning customer.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Lumoa

JUNE 30, 2022

It’s okay to start selling CX with generic stats about how valuable customer experience can be across industries. You can make a general case about how a great customer experience drives sales and loyalty. CX teams are often taken for granted and not given the attention of teams like Product or Sales.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Alida

OCTOBER 23, 2017

Today, data and insight from The Inside Panel appear in over 70% of the company’s sales pitches. Today, data and insight from The Inside Panel appear in over 70% of the company’s sales pitches. As these companies show, calculating the ROI of customer relationships isn’t rocket science.

ROI 153

ROI Customer relationships Insurance Advertising 153

Experience Investigators by 360Connext

MAY 7, 2024

We’re connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value.

Healthcare 143

Healthcare Culture Customer Voice Connections 143

Customer Bliss

APRIL 25, 2019

Jon shares that customer success is a combination of customer-oriented operations enacted during the pre-sales cycle, the initial implementation of the solution, and post-sale relationship development with customers. ” The sales team communicated the ROI and the value the customer was going to receive. .”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships?

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

Customer Bliss

MAY 17, 2019

With this experience and insight, she knew she’d be able to scale the business and focus on how Workshare’s services can truly benefit the customer. Eleanor’s goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team. Create a Customer-Focused Culture

System 131

System Customer Success How To Customer Voice 131

Customers Rock!

APRIL 26, 2010

Are we putting up walls between the enterprise and its customers? Or are we putting up walls dedicated to its customers? I was in Santa Barbara and had a chance to see how one company shares their customers’ voices. Citrix Online is very customer-centric. You learn a lot about customers doing that.

Apparel 162

Apparel Social Media Customer Centricity Customers 162

ShepHyken

FEBRUARY 4, 2020

Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. Very few companies take the customer experience into consideration when designing new products.

Culture 136

Culture Customer Centricity Employee Engagement Customer Voice 136

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. But now, more organizations are realizing how essential customer insights are to developing a customer-centric business. When everything you do is validated by your customers, you’ll create a business that retains customers.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Calabrio

SEPTEMBER 21, 2016

Why are so many organizations letting their customer voice just sit there, boxed up on the shelf, instead of putting this data to work to drive proactive change? Just as bad: 52% of contact centers don’t share customer intelligence with the rest of the enterprise. Your customers are talking. Are you listening?

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

CX Journey

AUGUST 29, 2014

What this means for VoC / CX If your business model relies on a distributed sales channel, value-added resellers, service vendors, or any other partner relationship, please listen up: Your VoC / CX program needs to be leveraged to enhance your relationship with these valued partners.

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

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 Customer Voice 146

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. A customer journey is always seen from the customer’s perspective.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

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

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

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. Market Research & Focus Groups: Provide deeper context around customer needs. This cheat-sheet will help everyone understand different customer voices. Website & Product Analytics: Usage stats reveal behavioral trends.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

GetFeedback

JANUARY 19, 2020

Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Focus groups of buyers and sellers. . Posts and comments on social media. Third-party market research.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ReviewTrackers

MAY 5, 2021

This bump in sales, when handled correctly, can do a world of good for a restaurant’s review volume, score trends, and overall social media buzz. A little hot apple cider and homemade sweet cranberry bread will lighten up the mood and reduce the chance of grumpy customers voicing their dissatisfaction via a “ranty” review.

Strategy 132

Strategy Marketing Hospitality Social Media 132

Talkdesk

DECEMBER 6, 2017

This article was originally written by Bill Hoppin, EVP of Sales, Marketing and Alliances at TalkIQ for Opentalk Magazine. Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response.

Customer relationships 40

Customer relationships Customer Voice Contact Center Management 40

Team Support

MAY 19, 2021

It’s important to let customers’ voices be heard when discussing a product or service. Drip sequences (or lead nurturing emails) can be scheduled at a cadence your company may see fit. This works well for regular product updates. Keep the content fresh, current, and relevant.and brief! Feedback Requests.

Loyalty 59

Loyalty Sales B2B B2C 59

Comm100

JANUARY 11, 2023

They are capable of capturing leads, booking meetings, routing chats, and more, in a conversational way that feels natural for customers. Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Amity

OCTOBER 5, 2016

There is Customer Support, Customer Experience, Education, Account Management, and Sales. How did you get started in Customer Success and what was your path into your current role? Before joining Typeform I was VP of Sales for another startup and I originally joined Typeform to be in charge of Sales.

Customer Success 129

Customer Success NPS Metrics Culture 129

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Was it worth it?

ROI 284

ROI Customer Experience NPS Financial 284

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. I like to refer to those four in lump sum as voice of the constituents. And then there's.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

ChurnZero

DECEMBER 15, 2020

What originally began as effectively ‘Customer Support with a bit of sales” eventually evolved into a fully mature CS function. Our CSMs are dedicated to delivering value and customer specific outcomes. Our CSMs genuinely care and are working with their customers to deliver the outcomes most important to them.

Customer Success 98

Customer Success Customers Metrics B2B 98

Lumoa

FEBRUARY 9, 2023

Dive deeper into NPS, check: 4 reasons to choose NPS how to increase response rates of your NPS surveys most common mistakes and how to avoid them Omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Jennifer Lovette, Senior Vice President of Customer Success, Invoca. Follow Phillip on LinkedIn.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CSM Magazine

JULY 29, 2021

Exceed AI is an NLP and virtual assistant provider that offers edge-cutting solutions to sales and marketing teams. What makes it vital is how its virtual sales assistant software utilizes conversational AI to ensure that each lead is followed up with and nurtured.

Social Media 98

Social Media Financial Consulting Analytics 98

Kayako

NOVEMBER 21, 2018

However, oftentimes the only teams that interact with customers are customer service/support and sales. As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. But what about employees that go out of their way to do something for the customer?

Culture 120

Culture Banking How To Customer Service 120

Retently

MARCH 11, 2025

What common questions might customers have? How can support teams be prepared to assist customers with this new item? By bringing the customers voice into the product development process, a CX Manager helps create experiences that meet expectations from the start. Fewer support tickets = lower customer service costs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ChurnZero

NOVEMBER 20, 2020

Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. A [Andrew]: This is one of those core questions as Customer Success grows: Is it a sales function?

How To 98

How To NPS Net Promoter Score Sales 98

Eptica

FEBRUARY 27, 2019

Effortless Experience Conquering the New Battleground for Customer Loyalty By Matthew Dixon, Nick Toman and Rick Delisi Anyone involved in B2B sales will have come across The Challenger Sale, Matthew Dixon’s bestseller about how to successfully navigate the changing sales need of businesses.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

Feedback

DECEMBER 7, 2016

We have moved from the age of information to the age of the customer. The new customer service means involvement at different departmental levels. It is not about the best price, sale season, or politeness. Long gone are the days of waiting for black Friday or holiday sales only. Follow up with your customers.

Customer Experience Management 100

Customer Experience Management Software Customer Experience Management 100