Voice of the Customer: What’s Next

Even the most robust Voice of the Customer programs often lack the sophistication needed to consolidate and analyze customer input for a cohesive company-wide view. Worse yet, we see that most companies build programs that fail to apply this feedback as the impetus for transformation.

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Why Shouldn’t The Employee Experience Start With The Customer?

Can you have a truly great Customer Experience without a great Employee Experience? Nope. Read an article about employee experience or employee JourneyMapping and exchange the word “customer” for “employee” and it generally makes perfect sense. It’s about engagement, retention, segments, personas, crucial moments, empathy, and results. For customers and employees alike, focus on optimizing the investment in that asset.

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You Really Do Need a Customer Strategy

Organizations of all sizes and across all industries are under pressure to further digitize and improve their customers’ experience. Unifying the customer experience across channels is a rallying cry against threats from competitors who are faster and more innovative.

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Here Is Where Businesses Are Spending Their Money on Customer Experience

Developing the right CX strategy is no small feat—but one huge positive is that everyone is at least enthusiastic about the concept. It’s hard to argue against. All companies should be, and most want to be, customer-centric. There are many, many vocal pundits, dedicated practitioners, and strategists out there who see the value of treating customers well, designing around customer needs, and focusing on what it takes to help them be successful. However, there are challenges in bringing this to a reality. Chief among them is a dearth of practical guidance that bridges the gaps between great concepts, viable strategies, effective tactics, and measurable results.

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How to Help Your Customers Realize Value

Most industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has been turned upside down: with customers demanding to spread their purchase out over years in the form of a subscription rather than paying for a product upfront or paying as they go through financing.

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Part Two: Aligning With Your Customers’ Objectives and Driving Adoption of Your Product

Amazing customer service means nothing if you don’t deliver meaningful results. Nowhere is this more obvious than in the B2B cloud computing and software as a service (SaaS) segments where businesses compete to deliver stronger outcomes and value to customers. Simply put, if you don’t deliver strong outcomes, your customers will look elsewhere for a partner who can.

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