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Driving Decisions Through Community
Driving Decisions Through Community
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Being a customer-focused CEO is increasingly important in today’s business world, in which customer experience is a critical component of an overall strategy. But, what does it really mean to be a CEO focused on customers? This research found seven key behaviors and viewpoints shared by these CEOs: http://bit.ly/2p5Vu3L @destinationCRM #customerexperience
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If brands can capture both rational and emotional data, they can increase customer loyalty, bringing about more repeat purchases. There are more solutions now that help brands collect this emotional data and orchestrate it with rational data to personalize the customer experience in real time: http://bit.ly/2p4a5zU #CX
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Voice of the Customer (VoC) programs may be all the rage, but brands can make a lot of mistakes as they try to implement one. Some programs are poorly designed, while others don’t focus on business outcomes, making it difficult to measure their success. Here are five common missteps to avoid when it comes to VoC programs: http://bit.ly/2pPZPc3 @B2Community #VoC #customercentric
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Consumers like to hear what other consumers think before they purchase. This is why word-of-mouth marketing is hotter than ever. Brands who want to effectively leverage word-of-mouth must tap into three things, according to the Wharton School’s Jonah Berger. He names emotions, social currency and triggers as key factors: http://bit.ly/2oe6aQW @B2Community #wordofmouth
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Forrester says that more than 50 percent of customer experience (CX) teams plan to spend more money on their Voice of the Customer (VoC) programs. To generate the budget for an effective VoC program, you need to identify the benefits to your brand and show the return on investment (ROI). Then, focus on logic, authority and emotion as you build your case:
http://bit.ly/2oCIIdJ
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92% of community leaders say their online communities have an impact on their bottom line, but mature communities that are at least five years old have greater impact on top-line growth, according to this new report: http://bit.ly/2o5icIU @mediapost #onlinecommunity
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Only 15% of managers consider their Voice of the Customer programs “very successful.” Why is this? According to the Temkin Group’s State of Voice of Customer Programs, several elements are broken in most VoC efforts. Here’s how to fix them: http://bit.ly/2nx99UC @CustomerThink #voiceofthecustomer
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Don’t overlook your employees when it comes to rounding up ambassadors for your brand. If you focus on this important customer segment by providing them with a great experience, they can bring benefits as: 1) passionate advocates to their friends and family; 2) product testers who provide deeper feedback; and 3) customers who contribute directly to the bottom line: http://bit.ly/2n6MjPK @B2Community #CX #voiceofthecustomer
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When you blend customer demographic and behavioral data with customer feedback findings, you get a powerful combination. This data can be used across the business to offer customers a unique experience at a lower cost—and that increases the bottom line: http://bit.ly/2lwnzB3 @cmswire
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While net promoter scores (NPS) are a popular way to measure customer sentiment, they can’t always be interpreted literally in B2B relationships. In a B2B situation, those answering the survey may not be aware of certain aspects of the buying decision (for example, price), which may affect their answers: http://bit.ly/2lWY5vB @CustomerThink #CX #voiceofthecustomer
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