Customer service means customer success these days, and as the field grows, more roles for leadership open up. Customer success leaders need strong visionary and management skills, but leadership encompasses many vital components when it comes to serving clients.
Many of the best customer service leaders started at the bottom of their organizations and know the inner workings of every part of their business. Leadership also requires the ability to scale and grow the business into the future of the industry. Here are 10 things customer service leaders do for their clients.
https://www.forbes.com/sites/williamcraig/2018/08/28/10-things-customer-success-leaders-do-for-their-clients/
Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers.
In fact, according to a recent survey of more than 450 contact center leaders by Deloitte, CX ranked as the most important strategic initiative in the contact center—far outpacing revenue growth and cost containment. And, many contact center leaders report that they are now being held primarily accountable for improving their organizations’ overall customer experience.
Tapping into Voice of the Customer (VoC) has long been used as a method to understand where improvements to customer experience are warranted. It makes a lot of sense that if you’re seeking to improve the experience of your customers, you should ask them about where and how to do so.
http://customerthink.com/improving-cx-in-the-contact-center-the-devil-is-in-the-data/
- What is Voice of Customer (VOC)?
- VOC data and customer experience (CX)
- How to collect and use VOC data (with examples)
https://www.superoffice.com/blog/voice-of-customer/
Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there.
And there are now more ways than ever to get a highly detailed view of the customer journey. Collecting individual data—instead of aggregate data—not only tells you what exactly successful customers look like, but it allows you to personally engage with them. Now, you can let customers know what you’ve done with their feedback, making them feel more like a partner than a consumer.
In a webinar earlier this year, Using Voice of the Customer to Grow Your SaaS Business, we chatted with Ellie Wu of SAP Concur & PictureCS and Charlie Colquhoun of SimplyCX about some of the top emerging trends in voice of the customer initiatives. Here are three trends in the VOC space you can—and should—leverage to create an optimal customer experience.
https://useriq.com/voice-of-the-customer-trends/
Technology has become an integral part of numerous restaurants’ day-to-day operations and they continue to invest in new digital innovations every day. Nearly 85 percent of all mobile users searching for a restaurant go on to make a purchase which why a recent Kabbage survey finds that restaurants will outpace other industries’ investments in mobile technologies in 2018.
Many digital solutions focus on improving the restaurant’s operational efficiencies by making them run smoother, faster and more profitable. However, a new tech revolution is taking place with a focus on the customer experience. Designed to improve brand reputations and appeal to a younger clientele, restaurants are seeking new ways to get customers more engaged with the restaurant experience and are doing this through new-age digital communications like voice recognition technology.
https://revelsystems.com/blog/2018/07/31/voice-commerce-customer-engagement-menu/
"While researching statistics for a presentation earlier in the year, I stumbled upon a recording of an old (2015) webcast done by a longtime customer experience guru, Bruce Temkin. The title of the webcast, “5 Trends That Will Reshape CX Insights,” intrigued me, and I listened expecting to hear some pretty outdated trends. Three and a half years is a lifetime in the digital world, after all.
To my surprise and delight, the trends discussed in the recording, while old(er), are by no means irrelevant. Better yet, they tie directly to the results of a recently released HBR Pulse Survey examining analytics and customer experience. Both highlight the strong connection between analytics and experience. The webcast was predicated on this concept, with all five trends explaining the do’s and don’ts of customer insights for shaping experiences. The survey revealed how little things have changed since 2015, showing that analytics still plays a critical role in experience management. Highlights of the survey include the fact that 60 percent of respondents said they believe real-time analytics drives customer experience while 58 percent credit significant improvements in customer loyalty and retention to analytics."
https://www.cmswire.com/customer-experience/gaining-customer-experience-insights-a-new-twist-on-an-older-list/
Here are tips for driving results through every phase of a CX challenge and convincing your organization to prioritize the customer.
https://www.cmswire.com/customer-experience/so-youve-been-asked-to-revolutionize-cx-as-a-team-of-one/
The brands that have stood the test of time are those that understand the need to transform their brands to continue their relevance with a particular audience. Not content with the status quo, these brands maintain their core attributes while revamping particular aspects of the brand to deepen their meaning and connection, thereby providing an enhanced customer experience.
https://www.forbes.com/sites/steveolenski/2018/08/14/how-a-brand-transformation-impacts-customer-experience/#7bfa93b95abc/
For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is more important than ever. In the previous blog we gave an introduction about what Voice of the Customer is and the importance of listening to the customer. The question is not so much why you want to use VOC for your organization, but when you start with it to improve customer focus.
https://www.cys.group/en/blog/why-is-the-voice-of-the-customer-voc-for-your-organization-more-important-than-ever/
Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.
CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
But first, let’s be clear on what a voice of customer program is comprised of. According to InMoment customer experience expert, Andrew Park, a comprehensive voice of customer programs is comprised of four distinct components: Listening (collecting data), understanding (analysing data for insights), sharing (distributing the insites across the enterprise), and taking action.
https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
