According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance. To make it last, as in any other human relationship, creativity and innovation are the main ingredients to a successful formula.
https://www.martechadvisor.com/articles/customer-experience-2/in-search-of-the-wow-effect-how-to-take-customer-engagement-to-a-whole-new-level/
Whether you’re using a chatbot, NPS or another means of collecting customer feedback, you will need a reliable solution to be able to analyze the data you collect to be able to decipher insights in the right context. Verbatim, or free-text responses can be notoriously hard to analyze, which is why Natural Language Processing (NLP) methods are used to ensure correct analyzation. At Thematic we use NLP and (Machine Learning) ML in addition to our own AI which we’ve developed to analyze verbatim feedback responses.
Many companies collect vast amounts of customer data but simply don’t know what to do with it or how best to derive meaningful insights from it. Is this your company? The key word being meaningful, as insights can be plenty but unless you can put them in to the right context it will be meaningless for your business.
http://customerthink.com/how-to-get-actionable-insights-from-your-customer-feedback-analysis/
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
That was the consensus across panellists at CMO’s breakfast event, entitled ‘Creating more Intelligent Customer Customers’, held in Melbourne on 22 May. IAG executive GM of customer futures, Customer Labs division, Jill Baptist, said the emphasis of her team is on understanding how to cut through the noise and achieve that next level in customer engagement.
https://www.cmo.com.au/article/641852/panel-quick-wins-customer-experience-improvement-over/
Numerous studies on customer experience (CX) highlight the crucial role company culture plays in delivering a great customer experience. Yet very few casino operators have addressed cultural issues in their endeavors to improve customer experience.
Organizational culture, simply stated, comprises the values, norms and behaviors that determine the social and psychological environment of the organization. While virtually every gaming company has the word “customer” in its mission statement and values statements, the operational ethos of the workplace is often at odds with the stated mission and values.
http://www.asgam.com/cover-stories/item/4937-five-signs-that-your-organizational-culture-is-toxic-to-customer-experience.html/
Engaging with customers and collecting their feedback is a competitive edge available to any enterprise willing to invest in data management, process optimisation, and creative design. Insights from customers collected through surveys and other feedback mechanisms are the backbone of Customer Experience (CX) management.
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There is often a rigorous debate about what metrics you should collect with your Voice of the Customer (VoC) programme, such as Net Promoter Score®, Customer Satisfaction and Effort score, to name a few.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-feedback-how-collection-devices-skew-results-differently/
Every e-commerce business knows the relevance of customer feedback—and how hard it can be to obtain it. Not to mention, once you get it, how do you make it useful for overall business strategies?
According to our own internal data, 50 percent of our Feedback clients send more than 1,900 review requests a month—in some cases to customers across multiple marketplaces. Want to know how to craft the perfect feedback messaging to fit all consumer types? Here’s what you’ll learn from this post:
https://www.xsellco.com/resources/e-commerce-customer-feedback-templates/
9 out of 10 customer experience professionals’ lives will change after reading this blog.* Getting buy-in for your voice of customer (VOC) program can be tough. As a voice of the customer leader, you often battle with influencing stakeholders internally, to be able to progress your initiatives.
(*Okay maybe not, but I got your attention and since getting buy-in for VOC programs is notoriously difficult, I thought these tips might make your life a little easier, at the least).
http://customerthink.com/how-to-influence-mangers-for-voice-of-customer-speak-in-your-stakeholders-language/
There's no shortage of buzz around the voice of the customer (VOC) and how it should shape a brand’s external policies, products and services for the benefit of its bottom line. However, the concept of turning customer feedback into practical results can seem abstract to an organization that’s used to make decisions based on data and “gut feelings” alone. But the reality is, the world’s most successful tech companies do listen to feedback (sometimes, anyway), and they do have a history of action upon it when it makes sense.
To highlight these VOC program successes, and to give inspiration to other brands, here are five tech companies who took the voice of their customer seriously.
https://www.cmswire.com/customer-experience/5-tech-giants-taking-the-voice-of-the-customer-seriously/
Customer insight is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations.
How can brands collect more customer feedback—that is both meaningful and actionable—in an environment where multiple priorities compete for customers’ attention and time?
Here are five actions companies can take to take their feedback gathering to the next level.
http://customerthink.com/5-expert-tips-to-gain-more-customer-feedback/
In a data-driven world, brands require a more comprehensive, data-driven approach to managing their reputations. Most large brands I know view reputation management as the process of managing online ratings and reviews. And indeed having a system of soliciting and managing customer ratings/reviews is important.
Ratings/reviews are the lifeblood of your reputation. The more reviews you have online, the more findable you are on Google, and the more likely it is that customers will choose to do business with you. In fact, nine out of 10 people regularly or occasionally read reviews online.
http://www.lsainsider.com/the-future-success-of-your-brand-depends-on-the-voice-of-your-customer/archives/
