NICE inContact

NOVEMBER 1, 2018

Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Satisfied customers buy more, are less likely to churn and bring in more referrals. Here are some simple steps towards building a sound Voice of the customer (VoC) program.

Government 120

Government Feedback Interaction Survey 120

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score Effort Score NPS 52

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

Customer Experience 200

Customer Experience Survey Customers 200

Brad Cleveland Blog

OCTOBER 6, 2023

Feedback from customers is like oxygen. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. When … Continue reading → The post Voice of the Customer: As Essential as Oxygen appeared first on Brad Cleveland.

Feedback 51

Feedback Survey Customers Data 51

InMoment XI

AUGUST 5, 2014

(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. View Article

Measurement 200

Measurement Analytics Communication Customers 200

InMoment XI

AUGUST 5, 2014

(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. View Article

Measurement 200

Measurement Analytics Communication Customers 200

InMoment XI

AUGUST 5, 2014

(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. View Article

Measurement 200

Measurement Analytics Communication Customers 200

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Customers Feedback Customer Experience 59

SurveySparrow

JULY 13, 2023

In today’s customer-centric world, understanding your audience’s needs, expectations, and experiences is the cornerstone of success. At the heart of this understanding lies a solid voice of the customer strategy—a proven method that helps businesses thrive in the competitive landscape by turning insights into actionable steps.

Strategy 52

Strategy Social Media Competitive Advantage Analysis 52

NICE inContact

MAY 24, 2016

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers.

Feedback 131

Feedback Survey Multi-Channel Social Media 131

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Financial 191

Financial Trends Self Service Customer Experience 191

Totango

APRIL 1, 2020

Now, you must focus on locking in your core business, your current customers. Now, you must focus on locking in your core business, your current customers. We are here to help you stay engaged with your customers so you can continue to deliver a great experience for them while they are using your products. all online.

NPS 62

NPS Loyalty Programs Meeting Metrics 62

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand. Call recording?

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue.

Chatbots 153

Chatbots Abandon Rate Social Media Customer Satisfaction 153

Uniphore

MAY 3, 2017

Delivering a better customer experience is always a key goal, but not always that easy to achieve. Effectively implementing and utilizing a Voice of the Customer program is the answer. Read More.

Customers 100

Customers Customer Experience 100

mopinion

NOVEMBER 24, 2020

It has been said that having a good Voice of Customer (VoC) program leads to improved client retention, better employee engagement and less spending on customer service. The post The Ultimate Guide to the Voice of Customer (VoC) appeared first on Mopinion. In fact, far too often we see […].

Voice of Customer 66

Voice of Customer Employee Engagement Customers Engagement 66

Brad Cleveland Blog

OCTOBER 6, 2023

Feedback from customers is like oxygen. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. When … Continue reading → The post Voice of the Customer: As Essential as Oxygen appeared first on Brad Cleveland.

Feedback 26

Feedback Survey Customers Data 26

InMoment XI

JUNE 17, 2009

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the "Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board." Read the full blog to learn more. Air Force fighter pilot and military strategist.

Customers 200

Customers Strategy Management 200

InMoment XI

JUNE 17, 2009

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the "Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board." Read the full blog to learn more. Air Force fighter pilot and military strategist.

Customers 200

Customers Strategy Management 200

InMoment XI

JUNE 17, 2009

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the "Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board." Read the full blog to learn more. Air Force fighter pilot and military strategist.

Customers 200

Customers Strategy Management 200

PeopleMetrics

NOVEMBER 4, 2020

Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we

Voice of Customer 62

Voice of Customer Marketing Customer Centricity Tips 62

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

Self Service 104

Self Service Trends Video Interaction 104

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born. The market we made.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 155

Customer Experience How To Wait Times Customers 155

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Analysis Feedback Loyalty 260

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 26

Government Customers Feedback Customer Experience 26

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link].

Voice of Customer 62

Voice of Customer Tips Measurement Survey 62

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour. this jumps to 32 percent.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. In this post, I want to talk about how brands can ensure that they close the loop and ensure that customer intelligence is acted on quickly and appropriately.

Customer Success 66

Customer Success Net Promoter Score e-support Self Service 66

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Babette is a cross-functional business-oriented STEM professional, qualitative Voice of the Customer facilitator, and Six Sigma Green Belt (Quality).

Leadership 83

Leadership Consulting Travel Customer Retention 83

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Vonage

JULY 25, 2016

Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience. In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’. What are feedback loops?

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. And these customers might not have good things to say about your customer onboarding process.

Metrics 72

Metrics Customer Success Training Sales 72