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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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CX Compass: Are Your Employees Listening to the Voice of Customer (VoC)? They Should Be.

Responsetek

It has been a long standing tradition for organizations to keep their employees away from customer feedback. Just as Social Media created a shock to the system for public relations (PR) departments, so high volumes of real-time customer experience feedback have also created a change in the research (and operations) departments.

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Forrester Wave™ evaluation of the Customer Feedback Management market

Forrester

I am pleased to announce that Forrester Research is commencing a Forrester Wave™ evaluation of the Customer Feedback Management market and collecting data for a separate VoC vendor landscape overview. I will lead the project and the expected publication date is March 2017.

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How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?

Survey 159
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Customer Surveys Are as Important as Ever!

CX Journey

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The bad news is, they’re often doing nothing with the feedback. We all need people who will give us feedback. I beg to differ.

Survey 159
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Do you have a customer experience blindspot?

OpinionLab

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.