ClearAction

Customer Experience Transformation Through Proactive Engagement

" “Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. In our interview on my Customer Experience Transformation talk show, she continued: “We’re shifting from reactive to proactive mode. By looking at things from an end-to-end perspective, we have [...]

  • Value Chain Solution to VoC ROI

    " Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking [...]

  • How to Drive Voice of Customer Insights Company-wide: 3 Steps

    " Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those [...]

  • Using B2B VoC to Transform Customer Experience

    " Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. So, are [...]

  • Value Chain Solution to VoC ROI

    " Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking [...]

  • Using B2B VoC to Transform Customer Experience

    " Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. So, are [...]

  • How to Drive Voice of Customer Insights Company-wide: 3 Steps

    " Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those [...]