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/
A dedicated sales force plays a key role in business-to-business customer experience management (B2B CXM): the typical sales cycle ranges from three to twelve months, and 91% of participating companies in the ClearAction B2B CXM best practices study said they sell B2B products and services through a dedicated sales force. How do these facts uniquely affect B2B customer experience (CX)?
https://www.business2community.com/customer-experience/account-teams-b2b-customer-experience-help-help-01977123/
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.
So let’s take a few moments and reflect on Mopinion’s Top 10 Hottest Blog Posts of 2017!
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
