ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Thematic

OCTOBER 30, 2024

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs, wants, and desires. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it. Use AI to scale your communication efforts but keep it human.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics? Some might even say that CX is more important.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Tips Data Return on Investment 370

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. on a scale from 0 to 10) " after each customer purchase or interaction. The company X doesn't ask why the customers are giving the score. But guess what? But guess what?

Feedback 277

Feedback Net Promoter Score Effort Score NPS 277

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Analytics 370

Analytics Data Customer Experience Social Media 370

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Answer Dash

NOVEMBER 27, 2018

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate.

Effort Score 76

Effort Score Metrics Customer Experience Net Promoter Score 76

InMoment XI

SEPTEMBER 5, 2024

Of those customers, 76% get frustrated when they do not receive any level of personalization. When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. What is Voice of the Customer?

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business.

Contact Center 130

Contact Center Management Strategy Call Center 130

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

JUNE 14, 2022

PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Where are the bottlenecks?

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Companies often use a number scale (one through five) to rank customer responses.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? What is Customer Experience Improvement? The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Companies often use a number scale (one through five) to rank customer responses.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

Lumoa

SEPTEMBER 16, 2022

However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 195

Analysis Survey Feedback How To 195

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Let’s go!

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

SEPTEMBER 8, 2021

Customer Experience is evolving. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. Help your organization amaze and delight your customers by strengthening these skills.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Return on Investment 71

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Customer Experience Management.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62