CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Related articles: B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

DECEMBER 31, 2017

It’s cheating yourself and others — most importantly, your customers and investors — of the enduring upside promised by customer experience management. We all know from customer journey maps that customer experience is much more than a moment in time. Help them see how they can use it.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. Ultimately, the point of customer experience strategy is to be more helpful to our fellow human beings. Customer journeys can be arduous. The mechanisms of business can be overwhelming.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

ClearAction

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. B2B Customer Experience: Do This, Not That. Carpe diem!

Customer Experience 88

Customer Experience Customer Experience Management Outlook Customer Journey Map 88

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Customer Journey Mapping — resolve to drive collaboration. For each journey phase/step, identify consequences to customers when things go right or wrong.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Customer Centricity Customer centricity refers to customer-oriented culture in the company. So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. The whole point of voice-of-the-customer and customer intelligence is to manage more wisely than your competitors do, and a treasure trove of insights is in the patterns.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

CX Journey

OCTOBER 7, 2014

Clearly, you cannot begin a voice of the customer initiative without first understanding who your customers are. Understand the Customer Who are your customers? They might be partners and/or end customers/users, so keep that in mind. Map the Customer Journey I''ve written a lot about journey mapping.

VOC 65

VOC Customer Journey Map Touchpoint Government 65

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. Business-to-Business Customer Experience. Advice This Past Year. Highlights.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

ClearAction

NOVEMBER 14, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. Customer Experience ROI Opportunities in B2B Touchpoints. State of Business-to-Business Customer Experience Management. B2B Customer Experience: Do This, Not That. How to Increase Synergy in B2B Voice-of-the-Customer.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

ClearAction

DECEMBER 27, 2017

. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

ClearAction

NOVEMBER 26, 2017

And it must be all about customer-centered thinking throughout your entire company (and your suppliers and alliance partners ) if you expect it to be profitable. You may be taking comfort in your voice of the customer action alerts that involve any corner of your company in resolving a current issue for a customer.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

CX Journey

JUNE 22, 2017

They describe what customers are doing, thinking, and feeling at each step in the journey. They become the backbone of your customer experience management efforts. Why do you need a customer journey map? They’re not linear either, nor are they static. CRM data, and more.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Qualtrics

MAY 30, 2019

Today, the Disney brand is customer-focused because the leaders model it. Customer-focused leaders understand the broader customer story and allocate resources to make the customer a priority. Utilize Customer Journey Mapping. Close the loop with customers. Optimize wait and response times.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

CX Journey

NOVEMBER 10, 2015

The descriptions include vivid narratives, images, and other items and artifacts that help companies understand the needs of the customer (contextual insights) and outline motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions.

Government 64

Government Customer Journey Map Voice of the Customer Social Media 64

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Customer Centricity Customer centricity refers to customer-oriented culture in the company. So let’s start!

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Lumoa

APRIL 28, 2024

Choose the Right Platform for You When you start evaluating various platforms, Lumoa stands out as a particularly compelling choice for medium to large enterprises focused on efficiently managing teh voice of the customers. Which Platform Fits Your Needs?

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

JANUARY 20, 2021

So that’s where we got the idea that why not do a complete voice of the customer tool, rather than making a tool just for surveys. If we hadn’t spoken to them, we would have never known and we would have just continued going with just the customer feedback platform.”. That helped me find my niche! . Stay Tuned!

VOC 52

VOC Sentiment Analysis B2C Social Media 52

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for.

Contact Center 43

Contact Center Social Media Customer Journey Map Omnichannel 43

Experience Investigators

AUGUST 9, 2022

Customer experience is so ill-defined in general that it’s easy to think the tools in the CX toolkit are enough to say “we’re doing CX.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? We define it as three things: A mindset. A strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Map 73

Customer Journey Map B2B Outlook VOC 73

ClearAction

AUGUST 13, 2019

Clarity is strengthened by unifying the various roles that manage customer experience across your company. In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth.

Customer Experience 48

Customer Experience Non-Profits Customer Journey Map Customer Expectations 48