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Today, customers can cancel at any time, so you must earn your seat at the table with your customer every single day, and there’s no room for any missteps. #CX #VOC #XM techcrunch.com/2022/11/21/get…

Putting a personal spin on all your consumer interactions takes a little time. It’s worth your energy, though. You’ll wind up with stronger brand-buyer connections, helping you edge ahead of your competitors even more. #CX #VOC #XM forbes.com/sites/rhettpow…

While generating positive affect is essential, it often is even more effective to minimize negative customer experiences. This can be achieved by addressing the two main detractors of a customer’s emotional journey: frustration and boredom. #CX #VOC #XM hbr.org/2023/03/remove…

By focusing on CX, you can build brand loyalty from the first interaction. This will build your brand's reputation over time, and provide you with important information to streamline processes and develop new products in the long term. #CX #VOC #XM inc.com/joel-comm/3-in…

As Gen Z brings new challenges to perfecting CX, there is no question that the time is now to mold your business to the new wave of customer experience. #CX #VOC #XM forbes.com/sites/jefffrom…

Executives not fully immersed in CX leave their organizations open to churn and reduced market presence. Executives across all domains need to step up and lead their organizations’ CX efforts in order to survive. #CX #VOC #XM hbr.org/2023/03/execut…

When you listen to customers and evolve with them over time, you build a foundation for the future and a loyal base. Your stakeholders will stay with you if they know you are using their feedback to meet their needs. #CX #VOC #XM entrepreneur.com/science-techno…

If you want to keep your good name and keep those five-star recommendations coming, then it's vital to keep your customers happy when they ask for help. And that includes some good old-fashioned conversation between one human and another. #CX #VOC #XM inc.com/magazine/20230…

It's more important than ever to incentivize repeat customers and retain existing ones, and the strategies that make for a seamless shopping experience should not be overlooked; instead, they should be seen as a driver of repeat business. #CX #VOC #XM forbes.com/sites/forbesbu…

The future of customer engagement looks bright. As the enabling technologies become more powerful, more desirable, and more affordable, the greatest limitation on how companies can satisfy customers is their own imaginations. #VOC #CX #XM hbr.org/2023/03/high-t…

Companies need to build the metrics right into their CX programs in order to be able to link their efforts to the company’s bottom line. It’s imperative that teams can show that their work has a direct impact on company sales. #VOC #CX #XM fastcompany.com/90833783/now-i…

Companies that ride this fourth wave have superior profit growth, and the advantages of customer engagement are consistent with research. Retailers with the strongest customer relationships will beat out those letting the wave pass them by. #CX #VOC #XM inc.com/bill-fotsch/ge…

Machine learning is a promising technology for improving CX because it can predict customer behaviors. Prediction as a capability is the Holy Grail for foreseeing each customer need and personalizing products and services accordingly. #CX #VOC #XM hbr.org/2023/03/how-ma…

Defusing customer rage is not rocket science. It's up to brands to communicate as humans with their customers. A sincere, 'I'm sorry this happened,' can turn a potential blowup into a lifelong customer. #CX #VOC #XM inc.com/jessica-stillm…

For years, Twitter and other social media channels have been an avenue for customers to receive responses to issues that arise throughout the traveling process, but this is no longer the case for some airlines. #CX #VOC #sociallistening #XM businessinsider.com/airlines-air-f…

With everyone in your company striving toward the same goal, you can create better CX. If a business lacks a culture of employee engagement and great management, its customers won't get the high level of service they deserve. #CX #VOC #XM entrepreneur.com/leadership/wha…

In addition to the benefits that surveys yield for generalized data, businesses need real-time data on how customer behavior affects decision-making. Such data can provide a road map to address consumer needs and improve the bottom line. #CX #VOC #XM fastcompany.com/90860157/how-m…

A compelling customer experience, if achieved, will be evident in a company’s performance metrics, such as positive effects on customers’ mindsets, customers’ behaviors, product-market performance, and financial outcomes. #CX #VOC #XM hbr.org/2023/03/8-best…

E-commerce and physical retail are not in competition with each other. Rather, they are counterparts positioned to borrow and share best practices from each other and work in harmony to improve experiences for customers, however they shop. #CX #VOC #XM inc.com/maria-haggerty…

cxindex.com/2025/01/12/the… a broad overview of the benefits and drawbacks of the three most popular survey channels #voc #cx