Gainsight

MARCH 15, 2022

The Volume of the Customer Voice. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. “I’d also want to know if product and engineering integrate with CS and do they hold each other accountable.”.

Customer-Centric Organization 59

Customer-Centric Organization Sales NPS Engineering 59

Retently

JULY 29, 2018

This would much depend on what you are after: a statistically significant NPS to benchmark and report on or running a continuous voice of the customer program. Measuring your NPS: The easiest way is to survey enough customers to get an NPS that is statistically significant.

NPS 89

NPS Net Promoter Score Customer Satisfaction Touchpoint 89

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. Companies that embed a closed-loop culture at all levels ensure they’re always listening, learning, and adapting.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Gainsight

JANUARY 11, 2024

As a Trusted Advisor with deep product knowledge, and empathy, you’ll understand customers’ business objectives and align them with product capabilities. You’ll be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base.

Education 52

Education CEM Customer-Centric Organization Sales 52

Comm100

DECEMBER 1, 2017

In order to improve the customer experience, companies must first deeply understand their customer base. A substantial 65% of businesses prioritize investing in solutions that measure customer satisfaction and loyalty as part of achieving the number three contact center priority: increasing voice of the customer strategy.

Contact Center 58

Contact Center Social Media Customer Journey Map Omnichannel 58

SurveySensum

JULY 2, 2023

Similar is the case with customer-centric businesses. If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

PeopleMetrics

JULY 20, 2020

If you want customers who love you, recommend, buy more and return, then treat your employees really well. Employee experience measurement is not optional - it’s essential to a customer-centric organization that is growing and thriving. They are the ones who make those things happen.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66