Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.
https://www.business2community.com/customer-experience/optimizing-call-center-customer-support-increased-revenue-01984268/
Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/
In the rush to offer “digital-first” technologies for customer interactions, many companies are falling short. One extreme example comes to mind: A company was experiencing a significant rate of abandonment for the mobile surveys opened by its customers. It turned out the first screen had three paragraphs of legal disclaimers that customers had to click through to get to the survey. Most of them just gave up.
https://www.cmswire.com/customer-experience/make-the-most-of-digital-first-strategies-by-blending-the-old-and-new/
In this special guest feature, Aviad Abiri, Vice President of Portfolio Sales Enablement at NICE, provides 5 ways interaction analytics can improve customer experience. Interaction analytics helps to improve the overall customer service experience, and can also assist companies in advancing their bottom line. Aviad Abiri is responsible for equipping all client-facing employees with the ability to consistently and systematically have a valuable conversation with NICE’s customer stakeholders, across the entire range of our portfolio offerings and at each stage of the customer problem-solving life cycle.
https://insidebigdata.com/2017/12/15/5-ways-interaction-analytics-can-improve-customer-experience/
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.
http://customerthink.com/the_art_of_listening_a_key_to_customer_centricity/
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”
Not quite.
While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.
https://www.business2community.com/customer-experience/cems-vs-crms-need-01975159/
In the world of customer service, understanding your customers and their needs is critical to the success of your organization. Sometimes these needs are clear and easy to meet, and other times it can be more difficult to understand what your customers require. That’s why it’s so important to listen to the voice of the customer and use your findings from doing so to shape your organization’s customer experience.
https://www.virtualhold.com/blog/voice-customer-can-businesses-use-shape-customer-experience/
Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme. However, it is rare that the employee and the customer’s voices are aligned to create and build the perfect crescendo.
https://hyken.com/internal-customers/voice-customer-begins-voice-employee/
Customer Experience Management (CEM) is getting a lot of attention in the technology market. CEM is a solution through which an organization can interact with their customers and analyze customer behavior, purchasing patterns, satisfaction, complaints, insights and their overall experience. Organizations have to reach out to customers and hence are applying this customer centric approach.
http://www.editiontruth.com/customer-experience-management-cem-getting-lot-attention-technology-market/
Not seeing the results or improvements you expected to see from your customer listening efforts?
Why is that? What’s going on?
I’ve been known to cite two reasons for VoC program ineffectiveness...
http://customerthink.com/5-fails-to-avoid-with-your-voc-program/
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