How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. Many research firms, professional associations, software...
Posts about Customer Experience (2)
How often should you survey B2B customers' Contacts?
We know customers still love to provide their opinions. Now the question becomes, how often should you ask for Voice of Customer (VoC) feedback? As you might expect, it depends on the type of survey...
Best Customer Experience KPIs To Track ROI
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When measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your...
Benefits of Measuring Customer Experience
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses so that they could operate optimally.
Value Narration And Creation In CS
Arjun Menon, a Customer Success Leader at Salesforce's path to becoming a CS leader, is a testament to the fluidity and adaptability demanded in today's tech-driven world. Beginning his career as a...
Best Ways to Distribute Your Online Survey
One of the biggest obstacles to collecting actionable data from online surveys is getting people to take it. One way to boost survey response rates is to ensure you’re reaching as many people as...
Achieving Success in Retail CX
Samantha Conyers, Chief Experience Officer at First Retail Group, is a seasoned professional with a diverse background that spans various industries and continents. Hailing from Trinidad,...
Customer Experience Tips for B2B Call Centers
Jeremy Watkin, the Director of Customer Experience and Support at NumberBarn, recently shared his journey into the world of CX, which began in a contact center right out of college. Over the years,...
What To Do The First 100 Days As A CX Leader
During our first season of CX Chats, we conducted in-depth interviews with 15 leading industry experts to hear their advice for someone in their first 100 days as a CX leader. Here are the...
Developing Products while empowering employees and customers
As Chief Customer Officer and General Manager, Product Led Growth, Debra Squyres is responsible for delivering an optimal customer journey to ensure Bonusly customers are realizing maximum value...