Thematic

SEPTEMBER 22, 2021

Using your existing qualitative feedback As it becomes easier for customers to engage across a range of different channels, companies are gathering increasingly large amounts of both solicited and unsolicited qualitative feedback. While time-consuming, this exercise will improve the quality of your analysis.

Analysis 111

Analysis Data Feedback NPS 111

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive. and ultimately—to be right. Engaging Employees on the Frontline.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. CLV is the whole point of NPS® and all CX work! 15) Make it Easy for Customers to Give Feedback. Allow customers to give you feedback anytime, any way they want, about whatever they want.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

CX University

JANUARY 20, 2021

Readings, videos, and interactive engagement exercises rounded out a well-designed study program. This exercise is not necessarily an approach that will work for everyone, so I will try to provide a few guidelines for confident preparation: Many thought leaders have different approaches. There was something for every learning style.

Study 52

Study Exercises Fashion Guidelines 52

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Also, executive boards Mead works with have no idea of the reality of their customer journey.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Voice of Customer 40

Customer Alignment

JANUARY 21, 2018

One of the feeds into customer value can be Net Promoter Score (nps) which, In the absence of a better indicator, has become the proxy for customer experience success. NPS has a role in CX particularly if it is asked along with the “why?” question to establish what is driving promotion and detraction.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Waypoint Group

JANUARY 10, 2017

Of course, there is no one-size-fits-all, and proper writing of the survey questions is a generally a much more important exercise. […]. ” “Should we use semantic anchors at every option, or just numeric, Likert scales?” ” Etc.

Survey 40

Survey Exercises Course Groups 40

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. At Nylas, Matt shares that they use Productboard, a product management software, to manage their customer feedback.

Customer Success 59

Customer Success Company Management Roadmap 59

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

MAY 23, 2018

Here’s what the engagement looks like: Feedback as an Operating System for Accelerated Growth: Strengthen customer relationships by engaging the right people at the right time via a simple closed-loop feedback process that uncovers hidden concerns and addresses them before they cause harm.

Measurement 40

Measurement Customer Success Metrics B2B 40