Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

CXM 78

CXM Data Mining VOC Education 78

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? Start there and continue here in designing your VoC methodology: 9. Common sense? Technology?

VOC 48

VOC Data Mining Finance Touchpoint 48

ClearAction

JUNE 25, 2023

My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. Artificial intelligence (AI) is a top topic in customer experience management. Ask the customer’s way, and report the manager’s way.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Customer references — testimonials from customers.

CRM 66

CRM CEM Non-Profits Customer Experience 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Customer references — testimonials from customers.

CRM 59

CRM CEM Non-Profits Customer Experience 59

CX Journey

JULY 25, 2014

I look away from my neighbor and think: Boy, his company’s VoC/CX team has a problem. So, What’s a Customer Experience Management Team to Do? What steps can you take to overcome negative perceptions of your program and win the support of customer-facing teammates? How does their manager measure their performance?

VOC 61

VOC Net Promoter Score CX NPS 61