Constructing Your Voice of Customer Program For Your Company

Voice of the Customer (VoC), a term coined by Abbie Griffin and John R. Hauser in a 1993 MIT paper, is a statement of your customers’ experiences, feelings and expectations regarding your brand. To capture VoC, brands gather data from and about customers through reviews, surveys, interviews and metrics. They then use this information to fuel their understanding of customers’ desires, expectations, preferences and needs related to their brand, offerings or industry. The data gathered lets companies align products and…

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166: CXChronicles Podcast 166 with Bill Staikos, SVP Industry Solutions at Medallia

Hey CX Nation, In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.  Bill leads the Industry Solutions team globally,  they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity….

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Building An Effective Customer Feedback Loop For Your Business!

Among the many critical tools and processes utilized to ensure excellent customer experiences and customer success, none has the breadth and depth of challenging a company potential, as well as the value and power of improved company results with an effective Customer Feedback Loop process or Voice of Customer task force.  WHAT IS A CUSTOMER FEEDBACK LOOP? Customer Feedback Loop is the constant cycle of mutual interactions between the customer and the company, where feedback is encouraged and received; it…

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165: CXChronicles Podcast 165 with Aaron Biggs VP of Revenue at Deft

Hey CX Nation, In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL. The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.    In this episode Aaron and…

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Customer Success vs. Customer Support: WTF is the Difference?

Customer Experience is an overarching commitment within any company, and is the most critical investment to ensure any company’s future success. Customer Experience, however, is based and relies on a number of vital components, strategies, and activities that require working harmoniously in support of each other to achieve the ultimate goal of a successful customer experience. Customer Support and Customer Success are two of the most vital strategies, components, and organizational systems that contribute to the overall Customer Experience.  They…

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164: CXChronicles Podcast 164 with Will Haire, CEO & Founder at BellaVix

Hey CX Nation, In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina. BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart.  In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have…

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163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout

Hey CX Nation, In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boston, MA. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place. The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great…

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Customer Focused CEOs To Pay Attention To

In an increasingly digital world, it’s never been more important for brands to provide customer-centric experiences. It’s not enough to have a good product. How customers are able to use it is just as vital. Modern customers expect convenience, efficiency, and that brands listen to them. Without an effective feedback loop, products are changed without a true idea of whether it’s what customers want or need.  However, being able to utilize digital technology so as to adapt your CX to…

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6 Ways To Increase Your Customer Life-Time Value

The way that a brand goes about calculating and improving the value of its retained customers can make a big difference in how its repeat clientele impacts its bottom line. WHAT IS CUSTOMER LIFETIME VALUE? (CLV) It simply is the total financial value or worth of a customer to a business over the entire length of their relationship. That is why this Value is at the basis of the classical business concept that retaining a customer is significantly more valuable…

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162: CXChronicles Podcast 162 with Tony Sternberg, Co-Founder and CEO at ProsperStack

Hey CX Nation, In episode #162 of The CXChronicles Podcast we welcomed Tony Sternberg, Co-Founder and CEO at ProsperStack based in Minneapolis, MN.  ProsperStack is the drop-in cancellation flow that prevents churn and helps you understand why subscribers leave, so you can make informed product, pricing and remarketing decisions. Reduce churn by presenting special offers tailored to the specific reasons customers are leaving. Use those same offers to recapture lost revenue from past cancellations. In this episode Tony and Adrian…

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