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Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

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Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

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Do you have a customer experience blindspot?

OpinionLab

And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers. A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base.

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Confirmit ACE Awards - What do past winners say?

Confirmit

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Our customer satisfaction rates continue to be among the highest in the software industry and this award demonstrates that we are delivering on that promise.

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Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program

Doing CX Right

MyCustomer asked a variety of experts, including me, about how to enhance customer experiences through a VOC program during tough times. Research Tells Us: In 2016, in what was possibly the most meta consumer survey of all time, a 2016 OpinionLabs study revealed that 72% of consumers didn’t like being surveyed by brands.

Survey 52
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5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Go beyond real-time data and actioning to preventing recurrence of chronic issues for your whole customer base. Think bigger about VoC insight patterns.

ROI 54
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Customer Feedback Loop: What Is It and How to Close It

Lumoa

Customer-centric businesses are not only more relevant to customers, but 5x more likely to be a top competitor in their industry, and 4x more profitable than competing businesses that don’t focus on customer experience (Forrester, 2016).

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