CSAT.AI

FEBRUARY 6, 2019

From a pro in the same survey on the importance of call recording: “Helps us to hear the actual voice of the customer, which is huge in terms of marketing, sales and customer service.”. Justify the necessity of the recording, i.e. to fulfil a contract, or for legal requirements. Top up your tea after all that legal talk.

Legal 78

Legal Net Promoter Score Sentiment Analysis Compliance 78

PeopleMetrics

DECEMBER 5, 2014

And another piece of paper that says I''m legal to drive until 2018 with my current address on it. As my colleague George wrote in a prior post , customer trust defines the customer experience. Download our free eBook to learn how you can transform your experience and create higher levels of customer trust. The Four Ways.

Voice of the Customer 75

Voice of the Customer Legal Education Customer Loyalty 75

ClearAction

MAY 24, 2016

scientific specifications, and downstream customer concerns. Roles often include project manager, foreman, estimator, purchasing manager, general manager, facilities, IT, legal, and manufacturing. Procurement typically pursues attractive terms, handles the purchase orders and other paperwork, and works with Legal to minimize risk.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Aim for ease-of-doing-business consistently from customers’ viewpoint. 20) Manage CX as a Flow.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. This will ensure that you’re listening to the voice of the customers on all channels, not just one. SurveySensum creates a consolidated and unified view of customer data.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Confirmit

APRIL 30, 2018

The EU is introducing new legal requirements known as GDPR (General Data Protection Regulation) which come into force in May 2018. All organizations handling customer data originating from within the European Economic Area need to check whether they are compliant and, if not, determine what they need to do about it.

CX 40

CX Legal Voice of the Customer Customer Experience Management 40

Confirmit

APRIL 30, 2018

The EU is introducing new legal requirements known as GDPR (General Data Protection Regulation) which come into force in May 2018. All organizations handling customer data originating from within the European Economic Area need to check whether they are compliant and, if not, determine what they need to do about it.

CX 40

CX Legal Voice of the Customer Customer Experience Management 40

ClearAction

NOVEMBER 26, 2017

In the big scheme of things, T&Cs is a tiny fraction of what it takes — and it’s way back deep in the capabilities section of the chart shown here, and determined by your Legal Department — all of which are a far cry from your front-line staff, touch-points, digital marketing, loyalty and reference programs, and so forth!

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Aim for ease-of-doing-business consistently from customers’ viewpoint. 20) Manage CX as a Flow.

CXM 90

CXM Non-Profits Close the Loop CX 90

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JULY 6, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. Voice of the Customer Factsheets. Uncover opportunities to cross-sell additional insurance products.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Retently

AUGUST 3, 2023

By making proactive customer resolution part of your customer experience, you mitigate the chances of legal, regulatory or PR disasters, since most cases start as unresolved complaints.

Net Promoter Score 147

Net Promoter Score Customer Experience Social Media NPS 147

SurveySensum

JANUARY 15, 2024

For instance, this About Us page underscores the value of the brand’s customers, and by focusing on its customer service and reviews, it is an industry leader. Amplifying Customer Voices Through online reviews, the voice of the customers has grown powerful.

E-commerce 59

E-commerce Legal Engineering Social Media 59

SurveySensum

MARCH 4, 2021

What is Voice of the Business (VOB)? . It is always recommended to start with the Voice of the Customer (VOC) but that’s incorrect. Start with the Voice of the Business. Every business has a voice, such as we need more customers, we are losing money, we’re losing customers, etc.

CX 52

CX VOE VOC Voice of the Customer 52

C3Centricity

OCTOBER 16, 2019

This is not the case with my client in Tokyo; this MRI group has a wonderful working relationship, not only with marketing but also with Channel, Sales, R&D, Finance and even Legal. It must become a daily habit, so you are seen as the true voice of the customer / consumer internally.

Actionable Insights 69

Actionable Insights Legal Social Media Start-ups 69

ClearAction

JANUARY 6, 2021

Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas. 10) Start seeing your customer experience index as a lagging indicator. Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Execs In The Know

JUNE 25, 2024

John: Feedback on social media, the mobile app, and the organization’s website should be monitored 24/7.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Confirmit

AUGUST 9, 2017

Now, without wanting to give too much away (mainly for legal reasons, if I’m completely honest), I recently had to return my aging vehicle to the big, shiny logo branded dealership as a result of a recall for a minor issue. Voice of the Customer Best Practices. Turns out big shiny logo wasn’t lying after all.

Manufacturing 40

Manufacturing Legal Gaming Voice of the Customer 40

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”. We updated customers as promised.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Waypoint Group

JUNE 13, 2018

Who is “the customer?” Perhaps you’re working on behalf of power users, architects, IT managers, procurement and legal folks, etc. Are those contacts * exclusively * your customer? Trustworthy & Representative Voice-of-Customer Insights Power Optimal Resource Decisions to Drive CS. what they should be doing.

CX 40

CX NPS Legal Voice of the Customer 40

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Bottom line: to a large extent, we’ve been following faulty CXM recipes. Mainstream practice is clearly not aiming for operationalizing, aligning or embedding CX.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. TAKE NOTE: It can be tempting to ask a ludicrous amount of demographic questions, to truly understand your customer and where they are coming from.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

ClearAction

DECEMBER 31, 2017

Here are 4 prerequisites for preventing recurrence of customers’ chronic issues: 1st Prerequisite: Understand Customers’ Realities. (1) 1) Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? how to be in-sync with customers?

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Intercom, Inc.

MARCH 29, 2022

The rules and the regulations regarding consent of data sharing, regarding the legality of data holding, have torn up so many of the marketing playbooks out there. I mean, our engineers, our product team, everybody wants to know what our customers are saying. Atlassian is a much larger organization, it’s a bigger ship.

Start-ups 118

Start-ups Innovation Sales Legal 118

Qualtrics

FEBRUARY 26, 2019

It doesn’t always have to be a direct selling model for customers. I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom

AUGUST 2, 2023

And I was actually a speaker at the second annual customer satisfaction conference by the AMA and ASQ in 1992. Then, I went on to be the voice of the customer manager in a semiconductor company, became head of corporate quality within about four years, and led company-wide transformation, saving millions of dollars in hours for our customers.

Innovation 52

Innovation CX Non-Profits AI 52

Sprinklr

SEPTEMBER 9, 2021

Multiple stakeholders with varied roles and responsibilities can use a social listening tool to their advantage: Social media: Identify actionable inbound messages, gain information on 1:1 interactions, analyze sentiment, gain insight on how consumers view your brand, and communicate findings with product, PR, Marketing, and legal teams.

Social Listening 110

Social Listening AI Social Media CXM 110

PeopleMetrics

APRIL 22, 2025

Lesson #2 Revisited: AI and the Real Meaning of CX Measurement Discover how AI is transforming customer experience measurement with real-time, multi-channel feedback and predictive insights, while underscoring the irreplaceable role of human expertise in building trust and taking meaningful action.

AI 62

AI VOC Text Analytics NPS 62