How & why to restart your Voice of Customer program

Thematic

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? What is Voice of Customer (VOC)?

How to Drive Voice of Customer Insights Company-wide: 3 Steps

ClearAction

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Is this the fault of the customer-facing staff?

How To Drive Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

How To Drive Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted

StellaService

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

Focus on critical Voice of Customer issues – do more with less

Thematic

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . The Pareto principle tells us that 80% of something is caused by 20% of something.

Hear How American Express brings the voice of customer to life

Qualtrics

This is the first installment of our new blog series, “Customer Experience Visionaries.” On getting started in Customer Experience with American Express: I really wanted to get closer to the customer. The same holds true with customers.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. Receiving Voice of the Customer feedback. Ticket feedback.

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify). 3: Does it provide context around the customer’s experience.

Voice of the Customer (VoC): Is Your Brand Flying Blind?

StellaService

For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Imagine a response rate to customer feedback requests of 30% or more.

Are you making this critical connection with your customers to strengthen relationships and drive loyalty?

Waypoint Group

Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” The key to scalably accelerating profitable growth is by creating truly loyal customers. Do you really think of this as loyalty?

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).

Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps.

Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab

OpinionLab

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Ben Smith, VP & GM Customer Experience Solutions, Verint—and Sean Fallon, VP & GM OpinionLab, A Verint Company.

Lee Jacobs on the Connection Between Customer-Centricity and Startup Success

Wootric CX Blog

We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Now do early stage tech investing with a group of really awesome entrepreneurs that make up the Edelweiss team.

How Retently Automated Customer Feedback Analysis Using MonkeyLearn

Retently

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? Sorting through the feedback is tough. Lack of granularity.

Case Example: Accelerating Growth by Listening to Customers

Waypoint Group

Dennis’s team had begun only a couple of months earlier employing a system of active listening through the use of surveys at key intervals in their relationship with customers. For us, that’s the biggest driver of retention.” missed customer expectations).

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. However, most companies are only using one or two of these channels. presidential election is a good example of this.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

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Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab

OpinionLab

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Ben Smith, VP & GM Customer Experience Solutions, Verint—and Sean Fallon, VP & GM OpinionLab, A Verint Company.

When did listening to customers become so complicated?

OpinionLab

When did listening to customers become so complicated? Asking your customers what they thought about your brand used to be pretty easy. If you wanted your customer’s perspective on your website, you picked a random sample of visitors and popped up a feedback survey.

The Economics of the Customer Experience

CX Journey

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers.

Value Chain Solution to VoC ROI

ClearAction

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s a sequence of value-adding activities.

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Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

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Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

The 10 Commandments of Customer Experience

CX Journey

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience.

Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. The connectivity between brands and consumers offered in the Internet age has integrated brands into the daily routine of our lives.

5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. That’s the purpose of VoC.

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Are Your Call-Center Employees Providing Service That Reduces Customer Effort?

Second to None

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

Second to None

Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience. You can connect with Charlie on LinkedIn , and follow him on Twitter. Mobile devices have become a ubiquitous aspect of American consumer culture.

Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come

Waypoint Group

Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and instilled practices that were proven to reduce fires in the first place.

Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. KEEPING UP WITH CUSTOMER EXPECTATIONS.

Webinar: The Experience Economy – Customer Data, VoC and Closing the Feedback Loop

CSM Magazine

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. But how do we capture, sort and display customer data? What are the pros and cons of data democratization?

Mobile is messy, but that’s no excuse

OpinionLab

Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers. And “smart” means they’re internet connected mini-computers that typically feature the latest high-resolution screen, mobile operating system, GPS and at least one mobile web browser. The age of the customer. If you’re a consumer, it’s the age of smartphone enabled empowerment. Consider these stats: 92% of Americans own a smartphone.

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies.