ClearAction

Customer Complaints: Love Those Lemons to Improve Customer Experience

" Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons — complaints and low survey ratings [...]

  • 5 Radical Changes to VoC of the Future for ROI Maturity

    " What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? What matters most [...]

  • Voice of the Customer: Do This, Not That

    " Voice-of-the-customer (VoC) is often the start and focus of customer experience management, as well it should be in several respects. It's about paying attention to "the hand that feeds you". But stop to think about the customer experience return on investment (CX ROI) implications of this emphasis: By starting your customer experience management (CXM) with [...]

  • New Wisdom for Voice of the Customer

    " Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the [...]

  • Comments Are Customer Experience Gold

    " What's the one thing you can do for greatest impact on customer experience differentiation? Act on comments customers have already given you. It's a treasure trove of diagnostic advice that is waiting to be assembled, distributed, resolved, and measured. If this is the case, then why isn't everyone doing it? Conventional wisdom has been more [...]

  • Journey Mapping: Focus on the Customers' Experience

    " Customer journey maps are all the rage. Everyone's doing it. And there are a wide variety of methods for collecting information and templates for displaying it. But what are "best practices"? Is anything missing in the most popular methods and templates? And maybe most importantly, what's next — what do we DO after creating these [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]

  • 5 Radical Changes to VoC of the Future for ROI Maturity

    " What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? What matters most [...]

  • Journey Mapping: Focus on the Customers' Experience

    " Customer journey maps are all the rage. Everyone's doing it. And there are a wide variety of methods for collecting information and templates for displaying it. But what are "best practices"? Is anything missing in the most popular methods and templates? And maybe most importantly, what's next — what do we DO after creating these [...]

  • Comments Are Customer Experience Gold

    " What's the one thing you can do for greatest impact on customer experience differentiation? Act on comments customers have already given you. It's a treasure trove of diagnostic advice that is waiting to be assembled, distributed, resolved, and measured. If this is the case, then why isn't everyone doing it? Conventional wisdom has been more [...]

  • New Wisdom for Voice of the Customer

    " Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the [...]

  • Voice of the Customer: Do This, Not That

    " Voice-of-the-customer (VoC) is often the start and focus of customer experience management, as well it should be in several respects. It's about paying attention to "the hand that feeds you". But stop to think about the customer experience return on investment (CX ROI) implications of this emphasis: By starting your customer experience management (CXM) with [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]

  • Measure Customer Value the Customer's Way

    " Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book What Customers Want. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they [...]

  • Increasing Customer-Focus in Voice of the Customer for Business Results

    " Customer-focus in satisfaction/loyalty surveys may be the lynchpin to higher response rates and to linking customer experience management (CEM) to business results as well. "Aren’t surveys already customer-focused?" you may be thinking. Well, whenever you're the recipient of a survey, how often do you feel like the questions are focused on what you care about, [...]

  • Voice of Customer for All Employees

    " Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Although only a third of companies are presenting customer feedback to all employees, those who do reported at least 20 percentage points [...]