Featured – Connect with Customers – Experience Investigators

How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

Align Organizational Vision & Goals, Connect with Customers, Featured, Take Action / Jeannie Walters, CCXP, CSP

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative […]

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The Psychology Behind Customer Retention and Loyalty

Connect with Customers, Create a Customer-Centric Culture, Featured, Get Started with CX / Jeannie Walters, CCXP, CSP

The most successful companies prioritize customer retention and loyalty alongside acquisition. Studies show it can cost 5 to 25 times more to acquire a new customer than retain one.

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Keeping Lost and Former Customers on Your Side

Connect with Customers, Create a Customer-Centric Culture, Take Action / Jeannie Walters, CCXP, CSP

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors, according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers??

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Customer Listening Posts: Ask These Questions to Boost Your VoC Program

Connect with Customers, Take Action / Jeannie Walters, CCXP, CSP

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and

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Featured – Connect with Customers

How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

The Psychology Behind Customer Retention and Loyalty

Keeping Lost and Former Customers on Your Side

Customer Listening Posts: Ask These Questions to Boost Your VoC Program

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