ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale.

CXM 90

CXM Non-Profits Close the Loop CX 90

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? Ideally, how you manage customer experience custom-fits your customers’ needs, preferences, and circumstances.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

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). Using a tractor as a metaphor, she described the requirements for best-in-class CXM.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

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. is grounded in customers’ realities. Customer retention.

Customer Experience 101

Customer Experience VOC CXM Sports 101

SurveySensum

OCTOBER 2, 2024

What is Customer Experience Management (CXM)? Customer Experience Management gives you a 360-degree view of your customers, allowing you to segment them based on behaviors, map their journeys, and anticipate their needs. It’s about fostering relationships by understanding who your customers are and what drives them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

AUGUST 21, 2016

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. It’s an all-hands-on-deck approach to customer experience management. Lean/Six Sigma), CX management (i.e.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Aquire

AUGUST 9, 2021

The “The State of CCM-to-CXM Transformation” report, breaks down this journey into three specific parts: CCM is led by IT departments. Often characterized by a focus on print and documents and lacking a consistency of voice across all channels. CX-led Organizations. The rise of the voice of the customer.

Social Media 98

Social Media Omnichannel CXM CRM 98

Experience Investigators

AUGUST 9, 2022

That’s why CX leaders must do everything they can to be proactive about their customer experience strategy. Reactivity ruins customer experience. Three Reactive Realities for CX Programs — and Proactive Paths to Pursue. Customer experience goals are loose and ill-defined. .” And if not?

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

DECEMBER 31, 2015

The money comes from customers. When customers leave, investors leave, not the other way around. Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. ” Customer Experience Planning: Do This, Not That. ” Creating World-Class Customer Experience Teams.

Customer Experience 63

Customer Experience Sports Government CXM 63

ClearAction

AUGUST 2, 2016

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. See the full B2B CXM series. Account Teams in B2B Customer Experience: Help Me Help You.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. Furthermore, many external and internal factors affect any specific customer’s buying decisions.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

DECEMBER 15, 2015

Every C-team member's belief that their existence is thanks to satisfied customers is essential for true customer experience momentum. Shared vision and ownership must also take place among everyone whose formal job is customer experience management.

Customer Experience 63

Customer Experience CXM Customer Experience Management Construction 63

ClearAction

DECEMBER 16, 2017

Map the customer journey across your customer experience efforts and synchronize them to make sense and maximize value to customers. Ironically, in our quest to manage customer experience we may inadvertently create higher expectations and establish process silos ourselves! For example, consider voice of the customer.

Customer Experience 54

Customer Experience CXM Customer Experience Management Start-ups 54

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback. The paid plans start from $49 per month.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. Discover our award-winning Customer Experience (CX) blog: [link]. Sign up for more PeopleMetrics LIVE! sessions: [link].

CX 62

CX CXM Voice of the Customer Customer Experience Management 62

ClearAction

DECEMBER 31, 2015

. “What’s missing is the middle: what is the supplier company doing with the customers’ precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? ” B2B Customer Experience: Do This, Not That. ” Strategic Action on B2B Voice of the Customer.

Customer Experience 54

Customer Experience Net Promoter Score Voice of the Customer B2B 54