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. Final Thoughts. Subscribe to the Stratigent WebSight newsletter here.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth.

Analytics 52

Analytics Social Media CEM Effort Score 52

ClientSuccess

NOVEMBER 22, 2021

When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. Voice of Customer.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

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. Do you love CEM as much as we do?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? The resulting data thus determines your Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6).

Analysis 124

Analysis Feedback NPS Effort Score 124

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Daniel Group

APRIL 5, 2023

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. And when we were coming through that, I think one, we appreciated the importance of customer experience through that.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

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. Do you love CEM as much as we do?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Wootric CX Blog

OCTOBER 1, 2020

Your customers are more than willing to tell you about the bottlenecks in their journey, but you’ll want to be thoughtful in your approach. So, before you start sending out surveys, think through your voice of customer strategy using your journey map as a guide. That’s what this post is all about. And if you’ve got any doubt?

Customer Journeys 52

Customer Journeys Net Promoter Score Survey Strategy 52

Wootric CX Blog

MARCH 1, 2020

An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint NPS 52

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Contact Strategy refers to the effort taken to better interact with customers once the company has undertaken a journey mapping effort. Usually this comes in the form of a survey that is filled out by the customer as close to the time of the interaction as possible.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Thematic

MAY 19, 2022

implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Waypoint Group

AUGUST 1, 2018

The customer certainly does… are you listening? The beautiful thing is that all companies ought to have a robust customer feedback effort anyway. Who knows best what problems / concerns / issues your customers are experiencing? Who can tell you if the customer is happy or unhappy, and why?

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Wootric CX Blog

AUGUST 4, 2020

But, you’ll also need metrics that tell you, more granularly, what’s going on and why at each stage of the customer journey. So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Prioritize customer experience above everything else.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Pink Guava

OCTOBER 31, 2018

The leadership is committed to the effort and driving this effort from front. There is a contribution required with regard to time and effort, man power, logistics and most definitely right intent. This can be a success only if there is a method attached to the effort. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Click here to know more about customer effort score. NPS Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Wootric CX Blog

FEBRUARY 11, 2019

There are assumptions, HIPPOs and strong emotions in the room and it takes one hell of an effort to stay constructive and move things forward. Customer and prospect interviews are a great way to understand problems in the users’ context: current behavior, user expectations and their goals by using our product.

Metrics 73

Metrics Effort Score eBook Roadmap 73

CSM Practice

JANUARY 1, 2017

When migrating customers from on-premise to SaaS we made efforts to make the SaaS version appealing. When migrating customers from on-premise to SaaS, we placed a big emphasis on product functionality, and we made efforts to make the SaaS version appealing in order to encourage our customers to move away from their on-premise platform.

Customer Success 58

Customer Success Metrics e-support Customers 58

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving.

ROI 52

ROI Report Net Promoter Score Effort Score 52

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. They will then look to pivot how they engage customers to prioritize retaining customers in the short term.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98