Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience.
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
As the customer experience profession matures, one thing has become clear: CX professionals can’t have a strong impact unless the surrounding culture is supportive. And creating such a culture is difficult.
In a forthcoming study by Walker, CX professionals listed “developing a customer-centric culture” as the most effective way to meet customers’ changing needs. Fewer than half, however, stated that customer focus has a significant influence on their company’s culture. In other words, CX professionals believe a culture focused on customers can make a big difference, but they don’t feel their colleagues are catching on.
http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/Who-Makes-a-Company-Customer-Focused-120042.aspx/
There is no doubt that creating a competitive advantage in today’s business environment is about much more than having great products and attaching the right price tag. With informed customers expecting much more, CEOs are turning to customer experience (CX) strategies to build the kind of sustainable advantage that leads to business outcomes and long-term success. To establish and maintain CX as a critical business strategy, the direction and discipline naturally starts at the top.
In other words, today’s successful companies need customer-focused CEOs.
http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/7-Signs-Your-CEO-Is-Customer-Focused-117680.aspx/
And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
According to Accenture, approximately 80% of executives in B2B companies believe that offering an outstanding customer experience is directly connected to generating better business results and ensuring the company has a competitive advantage. Despite this realization, fewer than 25% of these companies excel at offering great CX. The rest still have a more product or channel-centric approach, with everyone in the organization focused on the product and where and how it’s marketed.
http://customerthink.com/the-future-of-customer-experience-in-b2b/
In this edition of #CXSecrets, we’ll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies.
https://www.business2community.com/marketing/cx-secrets-use-voc-program-quickly-answer-strategic-market-research-questions-02044686/
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
Recently, Spotify, a global music content platform, introduced a new feature, Discover Weekly, as an intelligent playlist developer for its users. Based on a listener’s past history, preferences and the trends reflected by analysing data from music aficionados with similar tastes, the company implemented machine learning ‘best fit’ algorithms to provide its users with a delectable list of latest music that kept them glued to their headphones for hours.
This is one of the many instances where AI has transformed customer experience as we know it.
https://www.deccanchronicle.com/technology/in-other-news/070518/how-ai-and-data-science-are-reshaping-customer-experience.html/
It’s no longer good enough to simply provide customer service. To truly be relevant and competitive in the marketplace, companies need to adopt a customer obsessed outlook and culture.
Customer obsession takes more than just offering services and products that customers might like and buy. To truly be best-in-class, companies need to not only deliver a customer experience that leaves a lasting, loyalty-inducing impression but also be constantly communicating with their audience. It’s these two-way conversations that help build deep, lasting relationships with our customers.
https://www.somos.com/blog/customer-obsession-starts-listening-customers/
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