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

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Government 122

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

PeopleMetrics

JUNE 16, 2016

Acting on customer feedback folds the voice of the customer into business operations. If you’re in the habit of acting on feedback, you’re continuously acting on behalf of your customers. That habit is one that customers will notice.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

ClearAction

FEBRUARY 23, 2015

Yes, it's powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers? We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience!

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. What is a value chain?

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

ClearAction

FEBRUARY 27, 2015

In this sense, innovations are not just new revenue streams, but also new ways to enhance the customer experience (differentiate your company), before, during, and after purchase or touch-points. Adjust your voice-of-the-customer methods to reflect what you've learned about customers' realities, expectations, and preferences.

Customer Journey Map 118

Customer Journey Map Voice of the Customer Advertising/ Marketing VOC 118

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

PeopleMetrics

APRIL 12, 2017

For this reason, we're going to dig deeply into the various aspects of continuous, non-anonymous customer feedback programs. We'll also go over customer experience management solutions, including Voice of the Customer programs. What’s an Outcome Measure?

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

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

FEBRUARY 26, 2015

Use icons and color-coding as shorthand to save space in conveying the customer experience, in order to make space for the "so what" Over time, super-impose other business intelligence on the map, such as quantification of the problem/consequences to all parties, customer ratings from other voice-of-the-customer sources, etc.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

Confirmit

JUNE 13, 2017

Building a business case for a Voice of the Customer program is a daunting task. Getting a VoC program approved could make you a superhero, but there are also real risks. Identify VoC benefits. Understand more about the value of VoC programs. Voice of the Customer Webinars. So where do you start?

Voice of the Customer 40

Voice of the Customer VOC Customer Experience Management Customer Experience 40

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

ClearAction

NOVEMBER 3, 2015

It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service. how the customer is doing. how to support customers’ goals.

Customer Experience 101

Customer Experience VOC CXM Sports 101

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? They are skilled in acquiring customers but they struggle a lot in retaining those customers. For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis Social Media B2C 52

Lumoa

JUNE 30, 2022

There are three big things you can do to promote the customer experience across your company: Measure the impact that CX has on financial or business metrics Proactively advocate for CX across the company Develop the CX team so that you can represent the voice of the customer. Representing the voice of the customer.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Where do you begin?

VOC 77

VOC Customer Journey Map Touchpoint Government 77

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

ClearAction

AUGUST 24, 2008

Lots of companies are now exploring the customer experience metaphors, including BofA, DuPont, Glaxo Wellcome, GM, Hallmark, HP, Immunex, Mercedes, Motorola, P&G and Samsung, among many others. Yet most techniques for capturing the voice of the customer tend to focus on verbal mechanisms.

Customer Experience 87

Customer Experience CEM Voice of the Customer VOC 87

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Strategy Prerequisite #5: Drive ROI.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

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

Confirmit

APRIL 19, 2017

In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. Voice of the Customer Webinars.

B2B 55

B2B VOC CX Voice of the Customer 55

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. Business results are correlated with coordination of customer experience management methods.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop VOC 73

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

CXM 118

CXM Customer Experience CX VOC 118

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

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

NOVEMBER 3, 2017

This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements. Go beyond traditional VoC.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Robust processes and tools are necessary for strategic action on VoC data.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

AUGUST 21, 2016

Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it. When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

APRIL 3, 2015

Traditional HR roles – hiring, development, recognition — can be of greater value to the company when they are managed within the context of the company’s CX goals. You must have alignment between your actual candidate experience and your desired customer experience. —@tcrawford.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want. New Wisdom for Voice of the Customer.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

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

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customer Experience Vision Dictates Value.

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69