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

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs.

Customer Feedback 520

Customer Feedback Compliance Innovation B2B 520

ClearAction

AUGUST 16, 2016

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. The windshield represents CXM vision and strategy. The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

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. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

ClearAction

NOVEMBER 3, 2015

VoC action plan progress. VoC action plan progress. Voc action. Focusing on the customers' goals can make a huge difference in what we can achieve through CXM. Skin-Deep Outside-In. True Outside-In. how the customer is doing. how to support customers’ goals. Journey maps focus on. touch-points. low-raters.

Customer Experience 101

Customer Experience VOC CXM Sports 101

ClearAction

MARCH 23, 2015

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. Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ClearAction

OCTOBER 25, 2022

Great news: it is less expensive than what you are doing now in CXM. Your organization’s scores reveal your customer experience maturity: Mobilize CXM, Operationalize CXM, Align CXM, Embed CXM. Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

CXM 71

CXM CX Sports Customer Experience Management 71

Lumoa

MAY 5, 2022

CXM (Customer Experience Management) focuses on using strategic methods for influencing the customer experience positively. Customer Experience Management (CXM) will be guided by artificial intelligence (CI) and simplified through machine learning. With AI, we can obtain information about customers’ actions.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

ClearAction

JUNE 25, 2023

Urgent needs of the 2020s are not yet discussed widely, due to preoccupation with AI and other tech, lots of new people in the CX field since the hub-bub of 2020 (restructuring, layoffs, great resignation), adopting CXM playbooks from tech providers, and over-focus on tactical rather strategic CXM.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

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. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

VOC 62

VOC CXM Customer Journey Map CX 62

ClearAction

JULY 23, 2023

Why this accelerates B2B CXM maturity: This built-in extended CXM team is a treasure trove of customer insights, engagement, and value-generating opportunities. Silo Focus for B2B CXM Governance 2. Position your CXM core team as facilitators. Make these managers your allies in your enterprise’s CX excellence quest.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

AUGUST 21, 2016

What was so different, compared to nearly everyone managing customer experience today, was this: in our customer experience measurement program, VoC took a front seat to informing us about customers’ realities, but VoC took a backseat to monitoring our progress, in favor of tracking what we were doing about it!

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

JUNE 29, 2023

Only 8% of firms are in the top 2 of 5 CXM maturity stages: will you aim for top maturity in 2024? is squandered by narrow focus in inside-out journey mapping, micro moments in marketing, impure data in VoC, and failure to use customer insights to guide wiser cost containment, growth, and work groups’ performance standards.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Lumoa

FEBRUARY 9, 2023

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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. Nick Lygo-Baker – CCXP, CMRS, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Comm100

APRIL 26, 2020

A few things can and often do happen however: There are no clear and obvious trends that jump out from the VoC data. It’s helpful to think in terms of Customer Experience (CX), and Customer Experience Management (CXM). I can’t really throw stones, however, because I’ve done it myself! CX is can be very lofty and generic.

CX 52

CX Unstructured Data CXM Real Estate 52

Experience Investigators

AUGUST 9, 2022

” It’s easy to commit to projects like a customer journey map or a Voice of the Customer (VoC) program and decide that’s enough to deliver better customer experiences. What is CX Management (CXM)? There will be some short-term outcomes and even some big wins from programs like that. A strategy. A business discipline.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! It’s a CXM system connected with business results. It stems the tide of negative word-of-mouth. It makes up for sloppy management throughout your enterprise. I love it. I just wish I would have used it before.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

ClearAction

MAY 24, 2016

Using B2B VoC to Transform Customer Experience. Loving Suppliers for Customer Experience Excellence. Account Teams in B2B Voice of the Customer: Help Me Help You. How to Increase Synergy in B2B Voice of the Customer. Strategic Action on B2B Voice of the Customer. Is Operations Involved in B2B Customer Experience?

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

JULY 21, 2016

Beyond that, consider the silos of various components of customer experience management (CXM). For example, Voice-of-the-Customer (VoC) managers are often completely absorbed in the administration of customer listening posts. And others are pursuing VoC actions or customer retention. Separate groups may be in charge of analysis.

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

ClearAction

DECEMBER 31, 2015

duration of relationship) can be achieved with lasting financial impact without the middle component to the CXM puzzle.” Here’s a flow diagram is intended to maximize insights while minimizing burden on customers, and reducing your VoC costs.” It’s unlikely that loyalty (i.e. share of budget) or retention (i.e.

Customer Experience 54

Customer Experience Net Promoter Score Voice of the Customer B2B 54

eglobalis

DECEMBER 11, 2024

By engaging customers through various channels such as Customer Data Platforms (CDPs) and Voice of Customer (VoC) programs, businesses can gather comprehensive feedback and tailor their CX strategies accordingly.

CX 370

CX Customer Journey Map Compliance Social Media 370