eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Social Media 345

Social Media VOC VOE Contact Center 345

eglobalis

SEPTEMBER 28, 2024

Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence. The post The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability? Toyota in Europe and Germany Toyota holds a promising 7.3%

CX 373

CX Close the Loop Legal Transportation 373

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Learn how you can start seeing CX ROI in just one day. Discover a quicker method!

CX 194

CX VOC Innovation Start-ups 194

ECXO

MAY 25, 2023

And We invite you to join the open-access CX Professional Business Network ECXO by registering through our website. link] This event will provide a practical how to get things done from one of the top doers and experts in the world working in a $4.58B revenue global organization with over 31,000 employees in 85 countries.

VOC 156

VOC CX AI Customer Feedback 156

PeopleMetrics

JUNE 4, 2019

The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. VOLUME: Small.

VOC 122

VOC B2C B2B CEM 122

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level?

Customer Experience 290

Customer Experience Net Promoter Score VOC Innovation 290

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

Customer Think

NOVEMBER 8, 2022

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Surya SS, Head of CXM -Tredence Inc & Praveen Satyanarayana, Director, CXM- Tredence Inc.

VOC 118

VOC Net Promoter Score CXM NPS 118

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

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 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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 373

Customer Experience CX Innovation Customer Satisfaction 373

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As the headline says, the majority of all VOC programmes are conceived and implemented in such a way that they don’t deliver the ROI they could (and should).

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Futurelab

MAY 21, 2024

#NoBullshitCX #20yearsFuturelab “Think Change, not CX.” I have seen so many bright-eyed and bushy-tailed people enter the CX industry only to meet them a few years later bitter and disappointed. After a couple of years of this sandwich management, CX people are often left exhausted and disappointed. Are you a change manager?

CX 28

CX VOC Technology Technology 28

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 297

B2B Customer Experience Touchpoint B2C 297

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The VOE is just as pertinent as the VOC, and for organizations wishing to improve their Customer Experience, an invaluable asset for specific action to take. Be sure to also listen to the VOE.

VOE 148

VOE VOC CX CEM 148

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Refine your CX personalization by continuously testing what truly resonates with customers.

CX 213

CX Customer Journey Map Compliance Social Media 213

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Social Media 182

Social Media VOC VOE Contact Center 182

Callminer

OCTOBER 17, 2023

Read our blog to learn how VoC analytics drive CX improvements and strategies. Customers are already telling you everything you need to know about their feelings toward your brand, if you listen.

VOC 182

VOC CX 182

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

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

Futurelab

MARCH 8, 2024

One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it. Do you succumb to analysis paralysis, or are you action focused?

VOC 157

VOC Voice of the Customer CX 157

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. However, Peppers says many marketing professionals, favor VOC data over observational data, and that’s not always great.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Beyond Philosophy

AUGUST 9, 2019

–more–> There are two types data marketers can user for measurement: Voice of Customer (VOC) data , which involves an interaction with customers. Peppers says that VOC data is excellent for many things. This survey is an example of why VOC data measurement is flawed.

VOC 104

VOC CX Customer Loyalty Customer Experience 104

CX Accelerator

OCTOBER 25, 2018

I’ve seen organizations with vibrant, meaningful CX groups modeled in all sorts of different ways. Many assume that organizations with a dedicated CX function have a massive advantage. Therefore, CX leaders are simply coordinators and facilitators. Therefore, CX leaders are simply coordinators and facilitators.

CX 140

CX Net Promoter Score NPS Contact Center 140

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82

VOC NPS CEM CX 82

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. Companies typically begin in one of three phrases: building, growth, or optimization. Click checklist to enlarge ).

VOC 83

VOC CEM Touchpoint Business Administration 83

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). Sean holds a Ph.D.

CEM 117

CEM Touchpoint Customer Service CX 117

Futurelab

MAY 17, 2024

I was supposed to talk about CX topics in general, and Voice of the Customer specifically. I seriously doubt any of those 100 international managers became enthusiasts for CX and VoC (if you have been there and don’t hate me, please call). Break the story of CX down into manageable pieces. I did learn from it though.

VOC 157

VOC Voice of the Customer CX 157

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

VOC 82

VOC Legal CEM Pharmaceutical 82

eglobalis

OCTOBER 9, 2024

If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice?

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441