Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. Voice of the customer (VoC) involves collecting and analyzing customer feedback about their experiences, needs, and preferences regarding your products, services, or brand.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

MAY 13, 2022

They cannot live and die by every single thing that happens to every single customer. A lot of the disconnect between those teams is how they share their insights, how they share their perspective, how they communicate with one another. They’ll never make it. Marketing has ops, no one questions it.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

Survicate

MARCH 20, 2019

Yaniv Masjedi, CMO at Nextiva , agrees that investing in an in-house customer success team pays off in the long run: “More than 40% of our company’s 1,000 employees work in customer service, and they are all in-house. Why do we devote so many resources to our customers? [We Analyze customer data from all touchpoints.

Tips 85

Tips Customer Centricity Social Media Insurance 85

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pretium Solutions

JANUARY 1, 2012

Most companies have to build a value proposition for the customer based on other customer needs that rise above price. Proactively ask those existing loyal customers to actively refer their family and friends. The behavior of your employees will be transferred into the employee-customer dynamic. Seek Referrals.

Customer Centricity 49

Customer Centricity Handbook Loyalty Policies 49

ChurnZero

MAY 13, 2022

They cannot live and die by every single thing that happens to every single customer. A lot of the disconnect between those teams is how they share their insights, how they share their perspective, how they communicate with one another. They’ll never make it. Marketing has ops, no one questions it.

Chief Customer Officer 52

Chief Customer Officer Customer Success Handbook Feedback 52