InteractionMetrics

JUNE 16, 2016

Some companies are so stumped by their unstructured data that they just toss it and hope no gold nuggets were lost. This is a grave mistake because customer verbatims are—quite literally—the voice of the customer.

Unstructured Data 40

Unstructured Data Data Mining Voice of the Customer Customer Survey 40

Customer Think

MAY 8, 2023

Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC). Offensive plays are in Customer Success, Onboarding, Education, and Operations; Qualitative VoC, Data Mining, and Analytics; Account Management, Journey […]

CXM 78

CXM Data Mining VOC Education 78

Callminer

SEPTEMBER 23, 2020

Use lead-centric data mining tools to boost outbound results by providing much-needed context for calls. Individuals are more likely to answer recognizable or local numbers instead of random, unknown ones.” Use tools that accommodate multiple channels. “Forget about software that does not have omnichannel features.

Contact Center 182

Contact Center Social Media Sales Voice of the Customer 182

ClearAction

JANUARY 14, 2015

Multiple Influencers : If different groups 2 in the customer company have different perspectives, how well are they understood and accommodated – not only by the account team per se, but also by other functional areas in the supplier company who could help if they were better informed? SunGard: Chief Customer Officer as Change Agent.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Intercom

MAY 31, 2022

They then had two strong data points to escalate the issue and action improvements.”. Eabha O’Sullivan, Customer Advocacy Specialist at Intercom. Every piece of feedback should be treated as guidance for the company direction to make sure the voice of the customer is front and center throughout the product roadmap.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM CEM Non-Profits Customer Experience 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM CEM Non-Profits Customer Experience 59