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. Citrix Online hosted a tour of their facilities for me.

Apparel 162

Apparel Social Media Customer Centricity Customers 162

GetFeedback

MAY 24, 2019

Numerous studies have found a strong relationship between high Net Promoter Scores and revenue. The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Advertising Technology 148

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that 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. I will first outline what is generally known.

ROI 243

ROI Customer Experience NPS Financial 243

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

Lumoa

NOVEMBER 7, 2022

Zendesk’s report confirmed this, with 75% of customers reporting they would spend more to buy from a company that offers good CX. One way to ensure your company stands out from the competition is by personalizing the customer experience.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

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

ReviewTrackers

JUNE 20, 2019

The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline. Make it a point to study the feedback you receive, and then refine your service and product offering to best meet the needs of your current and potential customers.

Management 87

Management Tips Return on Investment Comparison 87

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? Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

FEBRUARY 9, 2023

According to Forrester, the ladder to customer-centric transformation consists of 5 steps: Secure the executive support : customer experience transformation is set up from the top. Voice of Customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 11, 2025

And most importantly how do we turn customers into lifelong fans? Forresters studies show that businesses that prioritize CX see higher revenue than those that dont. Thats because a great customer experience reduces churn, increases repeat purchases, and turns customers into free brand ambassadors.

Ecommerce 116

Ecommerce Self Service Customer Experience Management 116

BirdEye

APRIL 24, 2025

Client success interviews Think of this as the storytelling version of a testimonial, often framed as a case study. Example: Salesforce publishes 12 minute case study reels on YouTube, often repurposed as landing page embeds. It includes challenge, action, and result and adds rich details.

Advertising 52

Advertising Examples Multi-Channel Social Media 52

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. There’s a culture component to it, a conscious culture change around how we think about customers. And when we ask for feedback, we have to make it matter.”

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Lumoa

MARCH 20, 2018

According to Forrester , the ladder to customer-centric transformation consists of 5 steps: Secure the executive support : customer experience transformation is set up from the top. You should know all the touchpoints in order to create a detailed customer journey and be able to improve customer experience across all the channels.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

APRIL 1, 2025

💡 Tip: Create a simple chart of your customer segments and list the top 3 concerns or needs for each, based on your data. This cheat-sheet will help everyone understand different customer voices. For example, if customers request a new payment option, product and finance teams can collaborate effectively.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. In fact, one study found that good employees are 54% more likely to quit when they have to work alongside toxic employees.

Culture 120

Culture Banking How To Customer Service 120

Confirmit

JANUARY 15, 2020

If you’re interested in learning how it feels to partner with Confirmit’s global team of innovative, collaborative and customer-centric professionals, take two minutes to hear from some of our existing customers. Voice of the Customer Voice of the Employee Market Research Videos.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Eptica

FEBRUARY 27, 2019

Through a combination of analysis and real-world case studies The Power of Trust explains the eight principles behind building and retaining trust. For me, it demonstrates the importance of understanding the customer voice, even when it is delivered through unstructured data, such as emails or social media messages.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. Most recently, Staci led a worldwide sales team at IBM for an offering that secures customers’ digital engagements. Follow Phillip on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

APRIL 14, 2020

According to a joint study by G2 and Heinz Marketing, reviews are so impactful that 9 out of 10 of buyers are more likely to purchase a product after reading a positive review. . Your customer’s satisfaction influences your company’s financial success so tracking it is a no-brainer. Why feedback is important.

Feedback 81

Feedback Net Promoter Score Loyalty Programs NPS 81

Second to None

FEBRUARY 20, 2018

Second To None completed a study of a select group of people who have purchased from a variety of major brands. The respondents were a group of active adults who fit the typical sportswear customer profile. In addition, the top score for customer satisfaction rate in the study was 70%, compared to 55% at the bottom.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Zeisler Consulting

AUGUST 17, 2020

Cost-benefit analyses and ROI study will usually drive an organization to put the ‘biggest bang for the buck’ projects at the top of the list answering the pertinent question: Which one of these will save us the most (perhaps appended with the factor of ‘…for the least amount of work/investment’)?

Resources 72

Resources ROI Customer Centricity NPS 72

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies. Philadelphia Insurance reached a record NPS® score of 60.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies. Philadelphia Insurance reached a record NPS® score of 60.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Routinely share company results, good and bad, with customer collaborators.” Half of B2C companies and a third of B2B companies have a dedicated customer experience budget.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Second to None

FEBRUARY 8, 2019

Personalized exchanges between customer and corporation yield large returns in loyalty. Information from a study conducted by Twitter shows that customers’ willingness to buy a product from a company increases by up to 20% when they receive a response from the brand online. [1] It will boost your reputation.

Social Media 67

Social Media Customer Service Strategies Strategy Customer Service 67

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. CXM Timeline to CX-Centricity.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Confirmit

MARCH 6, 2017

Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE).

Video 40

Video Customer Voice Analysis Study 40

C Space

OCTOBER 22, 2020

Don’t lose the customer voice in your need for speed, there are many ways to keep customers involved in your agile process. Front-loading recruitment shortens projects by weeks, while keeping participants engaged delivers faster responses and richer insight. Doing this over time fosters an outside-in mentality.

Tips 52

Tips Case Study Customer Voice Report 52

Confirmit

NOVEMBER 16, 2020

PennyMac embedded and expanded a VoC program across its business to covers multiple touchpoints, including website, customer communications, and customer service call center. Voice of the Customer Voice of the Employee Case Studies eBooks. Response rates increased by 42% compared to the previous year.

Insurance 52

Insurance eBook Case Study Touchpoint 52

Confirmit

JULY 27, 2020

Voice of the Customer Voice of the Employee Case Studies. ” - Mike Kessler, Chief Learning Officer at BAE Systems.

System 52

System Case Study Survey Touchpoint 52

COPC

APRIL 1, 2022

Eventually, with more customer voice analysis, operations will change their definitions of voice attributes. The retraining cycle will be vital and lead to another area of study. . Our Stance on Artificial Intelligence Customer Experience Management Software. Knowledge Changes.

Customer Experience Management 95

Customer Experience Management Software Customer Experience Management 95

Thematic

MARCH 27, 2019

As a matter of fact, according to the Harvard Business Report , only a 5% increase in your customer retention rates, enhances a 25% to 95% rise in your business profits. Furthermore, a study by the CMO Council reveals that customer churn leads to a 59.9% Thus, this reveals the need to control your customer churn.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

ShepHyken

MARCH 23, 2018

According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. Cause: 32% of CEOs are concerned about the availability of key skills (PwC), yet not enough companies market to prospects as they would to customers.

Communication 84

Communication Leadership Airlines Social Media 84

Thematic

MARCH 18, 2025

They either don’t have the right tools, or they’re stuck manually sorting through thousands of comments, trying to make sense of what customers are saying. " That’s exactly why customer insights platforms are essential. It does not require extensive customization and consultant-driven setups.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

CSM Magazine

SEPTEMBER 17, 2022

Many customers say that being able to answer questions efficiently is one of the most important skills employees can have. The math skills students need to use when getting an education and studying can stand them in good stead in their future careers. Active listening skills are just as important when it comes to customer service.

Customer Service 52

Customer Service Study Communication Customers 52

SurveySparrow

DECEMBER 31, 2018

This conversational style of feedback process helps to understand the challenges faced by the customers as and when it occurs. This would help to form customer profiles too. You would be able to study the needs and demands of customers individually. You could set the live chat to pop up automatically.

System 68

System Feedback Social Media Survey 68