ClearAction

FEBRUARY 27, 2017

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.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ClearAction

FEBRUARY 27, 2017

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.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

OpinionLab

JUNE 8, 2017

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.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Confirmit

FEBRUARY 28, 2017

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.

Hospitality 40

Hospitality Social Media Voice of Customer Customer Voice 40

Doing CX Right

SEPTEMBER 5, 2020

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

Survey Travel Feedback Study 52

ClearAction

MAY 18, 2017

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

ROI Feedback Survey Financial 54

Lumoa

OCTOBER 12, 2020

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).

Feedback 208

Feedback How To NPS Customer Centricity 208