PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. they aren’t listening to the customer feedback! For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche?

VOC 52

VOC Sentiment Analysis B2C Social Media 52

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). This isn’t just about collecting data but understanding what your customers truly want and need. When your team understands your customers better, they’re more motivated.

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) .

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. I think when you start doing that, you start disrespecting the game.

VOC 77

VOC Gaming Start-ups Actionable Insights 77

CX Journey

DECEMBER 27, 2017

Not seeing the results or improvements you expected to see from your customer listening efforts? There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Why is that? What's going on?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. RCA is a game changer. How RCA Works. Set up RCA today!

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Your company begins to become customer-centric!

CEM 66

CEM VOC Touchpoint Social Media 66

Experience Investigators

AUGUST 3, 2021

Customer experience management can feel like a lot. Some CX leaders try to take on every part of the customer journey. They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

CX Journey

AUGUST 29, 2014

Day dawns clear and bright as we reach the ridge crest and the difficulties begin; it’s at this point I realize I left my A-Game at home. I appreciate that she was on her A-Game today and that I was able to rely on her skill and trouble-shooting to get me through the challenging parts of the climb.

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

Totango

FEBRUARY 14, 2020

Both teams contribute to customer loyalty , brand awareness, and customer-centric growth. Customer Success is your direct line to the voice of your customer (VOC). It can also help identify which customer segments are responding most favorably to one strategy, and more.

VOC 99

VOC Customer Relationship Start-ups Sales 99

CSAT.AI

APRIL 5, 2023

First Call Resolution (FCR) : This metric measures the percentage of customer inquiries or issues resolved during the first interaction with an agent. G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Lumoa

APRIL 24, 2018

“Whether it is NPS®, Customer Satisfaction, Customer Effort Score or something else, I would always recommend collecting customer feedback to gain insight about how customers are impacted by the experiences you leave with them. Creating a better business that delivers more value to customers is the real point.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. It can help companies pinpoint areas for improvement within customer feedback.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

InteractionMetrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback.

Net Promoter Score 40

Net Promoter Score VOC Customer Feedback Customer Satisfaction 40

SurveySensum

MAY 27, 2022

Nicholas Zeisler, CX Expert, and Principal at Zeisler Consulting also believe in taking action on customer feedback. First, I’m going to steal from my good friend Nate Brown who says that your entire VOC program is not the end of your journey, it is just the beginning of your journey. pic.twitter.com/ElC9UQUlEU. — ?Nicholas

NPS 52

NPS Net Promoter Score VOC Social Media 52

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle. LinkedIn : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Waypoint Group

MARCH 3, 2015

While that might be true in some sense, the better the company can understand customer problems the better the company can develop the right solutions to those problems. The purpose of the NPS program isn’t to do everything that customers say or are unhappy about. The easiest way to do that is to avoid creating something new.

NPS 60

NPS Net Promoter Score VOC B2B 60

Callminer

JULY 23, 2019

The analytics pinpoint the root causes for many customers issues, which helps future calls get routed much more quickly and efficiently.” – Blake Morgan, 10 Examples Of How Operational Efficiencies Improve Customer Experience , Forbes; Twitter: @BlakeMichelleM. Setup a customer feedback stream for agents.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Steven Van Belleghem

DECEMBER 6, 2021

Many managers have solely relied on surveys to gain insights about how well they are meeting customer expectations. Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. combined with surveys will be the new game-changer. · Expanded Business Metrics and Key Performance Indicators.

CX 123

CX Customer Experience Non-Profits Social Media 123

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

CX Journey

OCTOBER 19, 2016

haven't engaged with stakeholders to find out what they'd like to learn from customers. haven't assigned owners to questions to ensure you know who's accountable for each feedback item. don't analyze the feedback/data. don't know how to analyze the feedback to tease out the story, the actions to be taken.

Finance 73

Finance Government Start-ups Gaming 73

SurveySensum

SEPTEMBER 21, 2023

But there’s a vital step between wanting to retain customers and actually measuring your success – that’s where the Customer Retention Rate comes in. Now when you understand and improve this rate by using a customer feedback platform then you can boost your business’s profitability. That’s all.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

ClearAction

APRIL 18, 2020

This is the source of customer experience annuities. After a merger added 20,000 small and medium business accounts to tw telecom’s customer base, the Operations SVP instilled a hunger for VoC across the company. We had to redefine our social system to get everybody into the innovation game.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

SurveySensum

NOVEMBER 10, 2023

Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. It’s a time-consuming process, and often you miss important messages or suggestions from your customers.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

JUNE 6, 2024

It is known for helping businesses take relevant action on customer feedback that actually drives revenue. 5 In the game of customer experience management, only listening to VOC is not enough, you also need to take action. It is not just a survey tool, it’s a full-fledged CX service. G2 Review : 4.7/5

Non-Profits 52

Non-Profits Actionable Insights Start-ups Text Analytics 52

Waypoint Group

FEBRUARY 5, 2019

” Option 2 : Amplify your customer’s voice by humanizing customers and what they mean to the business. Here’s an example: “Dear CEO and VP Product — Our customer feedback shows that product performance is the most important issue to our customers. hit to our bottom line this quarter.

Finance 40

Finance Gaming Voice of the Customer Customer Feedback 40

Waypoint Group

AUGUST 1, 2018

This means that the players have less skin-in-the-game because the initial decision wasn’t theirs. The customer certainly does… are you listening? The beautiful thing is that all companies ought to have a robust customer feedback effort anyway. E ngage the right contacts in the account to acquire feedback.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

1 to 1

OCTOBER 11, 2021

Defining the right set of metrics to gauge customer experience success requires mapping all points of contact, applying several customer experience metrics, and integrating customer interactions. Is NPS Enough? Discover how the right technology can deliver a real sense of what clients and employees are thinking and feeling.

Contact Center 26

Contact Center NPS Net Promoter Score VOC 26

Waypoint Group

MAY 23, 2018

Consider using a B2B-centric customer feedback tool such as TopBox to be able to collect and visualize the health of the account in a scalable way. You couldn’t possibly create account plans for 100% of your large/strategic accounts at one time, so why ask your customers for feedback all at at once?

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

Waypoint Group

JANUARY 31, 2019

and truly focus on retention – here’s what works best based on my 20+ years of doing this work… For B2B companies, revenue from existing customers can be as much as 80% of growth. That is, retention and expansion is the name of the game. Is your company truly focusing on retention? Or, are you chasing renewals?

B2B 40

B2B Gaming Voice of the Customer Sales 40

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. While the cause of the high turnover rate is debatable, managers can help keep agents motivated via interactive, game-like principles in different contexts. 4. Customer Feedback.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

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? Time to set new customer experience goals. What gets measured gets done.

CEM 122

CEM Customer Experience VOC Scorecard 122