PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. 5 Recommendations for Reopening your VoC Program.

VOC 121

VOC CEM NPS Business Administration 121

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. The Broader Critique of Singular Metrics The issue with NPS is not unique.

Sentiment Analysis 365

Sentiment Analysis Customer Feedback NPS Net Promoter Score 365

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 363

Customer Experience CX Innovation Customer Satisfaction 363

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. Is this now a digital touchpoint? Today, we're going to talk about the Building Phase. A Fresh Look.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Thinking about switching to VoC? Continuous Conversations.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Touchpoint Customer Service CX 117

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Interestingly, the CX Index is simple: CX Quality.

CX 71

CX Customer Experience VOC Legal 71

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.

VOC 60

VOC CEM Business Administration Machine Learning 60

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities. This is another layer of growth in your CX annuity.

CX 62

CX Sports Non-Profits Touchpoint 62

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Very little has adapted in CX practices to urgent needs of the 2020s.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform. It is an absolute must. solicited.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 296

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 296

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program. What are you going to do with it?

VOC 54

VOC Close the Loop Touchpoint Social Media 54

ECXO

JULY 8, 2024

productdesign #CX #adoption #experiencedesign #UX Share on X This multidisciplinary field integrates elements of customer experience (CX), user experience (UX) design, user interface (UI) design, interaction design, and visual design. Cluttered interfaces and complex workflows can deter users, leading to lower adoption rates.

Touchpoint 156

Touchpoint Technology Technology B2C 156

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. A good transactional VoC survey can be completed in a short amount of time. In any event, transactional VoC surveys should be no more than three to five minutes under any circumstances. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? can all be folded into a VoC program to get answers fast. Chances are you probably know someone; and if you don't, look no further! Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JANUARY 15, 2020

Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Which customer touchpoints should be measured?

CX 54

CX Touchpoint NPS Contact Center 54

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

CX Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Confirmit

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. One client, in particular, has put smiles on our faces… The MyCustomer CX Award judges have spoken. The annual award is a big deal in the CX world.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program. What are you going to do with it?

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Confirmit

JULY 24, 2018

Understanding those customer journeys is an extremely important part of any Customer Experience (CX) strategy. With Customer Journey Mapping you’ll be able to: Engage the organization in CX (communicate, train, educate colleagues). Journey maps serve as a diagnostic tool. These are: Align It. Explore It. Connect & Monitor It.

Customer Journey Map 40

Customer Journey Map CX VOC Touchpoint 40

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding.

VOC 98

VOC B2C Social Media Voice of the Customer 98

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52