Articles
Tag: voc (page 8)
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With Customer Experience Design, Less is More
Professional artists and designers intuitively know the value of the invisible. The so-called “negative space” that surrounds objects and typefaces — whether in fine art, advertising or app design — directs viewers’ attention to the subject or message, rather than distracting or confusing them with clutter.
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5 Steps to a Strong CX Metrics Program
Customer experience (CX) metrics programs are a critical component of any company’s CX efforts. Unfortunately, many programs fail to drive sufficient action. A CX metrics program is much more than a dashboard of numbers reported out at regular intervals.
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Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work
Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft. It’s mind boggling how clearly customers state their feelings about a brand yet that company still does nothing to address the situation.
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Want to Hear the Voice of Customers? Listen to Your Employees
Customer experience has existed in one form or another for as long as people have bought and sold goods. But in the age of the customer, it’s become one of the final battlegrounds where brands can compete for business and loyalty. And with good reason. Seventy-five percent of consumers
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Voice of the Customer Decoded: 4 Tips to Make the Most of Feedback
Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet.
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4 Questions You're Not Asking of Your Customer Experience
According to Forrester, 80 percent of US adults report that what they most value in a customer service exchange is when a company values their time. That finding dovetails with a Walker survey projecting that by 2020, customer experience will be the biggest brand differentiator, usurping both price and product.
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Are Your Customer Metrics Making an Impact?
"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10
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Your Single Customer View Isn’t as Good as It Could Be
A single customer view (SCV) is a marketing best practice that’s key for differentiated customer engagement. With a single customer view, marketers can send relevant messages, respond rapidly and appropriately and gain the kind of ongoing customer loyalty that drives revenue growth.
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Is Your Voice of the Customer Program All Talk and No Action?
It was an interesting week of customer experiences in the fast food world. A Hot and Cold Customer Experience On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal at one of our regular tex-mex fast food restaurants.
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We Need Genuine Customer Experience Metrics
Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the wrong behavior. The right metrics, the right behavior.
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Customer Experience Management for Retailers: From Disbelief to Action
Among retailers, customer experience is one of the most elusive terms you can imagine (second only to omnichannel, perhaps). Discussions abound in professional circles, but only few share a decent practical understanding of customer experience management. Still, poor customer experience is estimated to cost US retail brands up to 25 percent of their potential revenue,
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Sifting Through Text to Find What Customers Want
Can text analytics find stale buns? Apparently so, according to customer experience vendor InMoment. For an unnamed national restaurant chain, the Salt Lake City-based company analyzed unstructured text feedback from customers and surfaced frequent reports of stale buns in some locations.
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Avoid Churn: A B2B Guide to Voice of the Customer
Customer experience (CX) and Voice of the Customer (VoC) programs are fast-growing segments of a core business strategy for B2B companies. VoC programs work well for B2B enterprises because capturing and acting on customer feedback is critical to understanding the complex decision-making process.
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Aberdeen Group Surveys Companies Best at Listening to the Customer
Via social media and other channels, marketing has become a conversation. But what is the customer saying? A new report from the Aberdeen Group attempts to find out. The report, “Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight,” surveyed 366 businesses about their customer experience management.
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