What is Voice of Customer and How Can You Leverage It?


Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn. What is Voice of Customer?

How & why to restart your Voice of Customer program


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)?

Voice of Customer Alone Isn’t Enough For The CX Journey


Customers journeys and customer experience make a huge difference for brands. Building a great customer experience rather than is now a key marketplace differentiator. What sets businesses apart today is not price, but rather how they listen and adapt to customer needs.

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


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 ).

Creating a Valuable Survey: Mistakes to Avoid

Second to None

Surveys are an efficient and low-cost method for collecting large samples of consumer data. Though creating a survey may appear to be pretty straightforward, there are countless aspects of the design process that can affect the validity of your results. The overarching goal of a survey is to collect useful data that allows one to draw conclusions, leading towards a better understanding of the customer.

Is Your Customer Experience Aligned With Consumer Expectations?

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Consumer recommendations serve as one of the most powerful tools available to any brand. The only real way to encourage a leading NPS is to align the way customers perceive your brand with the way employees implement your Customer Experience platform.

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How To Best Utilize Content Marketing To Gain Consumer Loyalty

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The Importance of Content Marketing. So is creating content specifically to educate the customers, entertain them and teach them something interesting and new. The idea behind this type of marketing is if the potential customer is consistently and continually provided with content that is both interesting and useful, the end result will be the consumer will purchase the service or product. The Variety of Formats.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

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Alexa, What’s the ROI of Voice and Chat Assistants?

Think Customers

New research finds that customers increasingly want their voices heard by brands, literally. The study highlighted the growing popularity of conversational assistance and the business benefits the marketplace is seeing as a result. Much of this consumer adoption is new.

ROI 56

Why You Need to Capture Customer Feedback in Real-Time (and how to do it)


Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the consumer's experience of that might be and how that impacts on their perception of your brand? Or have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty.

Using Survey Analytics To Get into The Mind of The Customer

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“It’s not too difficult to collect data from customers today, but the task of analysing that data is not so easy. This post will walk you through some of the methods to using survey analytics to get into the mind of your customer. This process uses a combination of proven social and digital practices to view consumers’ behaviour through a focused economical lens. This is the best approach to getting into the mind of your customers.

How to Measure the ROI of CX

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In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair. Increase customer spend?

ROI 67

Take Action on Your Customer Data!

CX Journey

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Heed the evolution of analytics. Know your customers.

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5 Tips to Improve CX Survey Engagement Rates


In a recent hard hitting but excellent article by Bob Thompson of CustomerThink , he pointed out that 93% of customer experience initiatives are failing. He went on to say that Paul Hagen (Head of Customer Experience & Innovation Strategy at West Monroe Partners ) believes that the vast majority (75%) of failures are due to poor execution. That is why the complaining customer should be held in high regard and listened to intently.

Since when did CX become a “Game of Thrones”?


You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. The big buzz at the time was for long form surveys.

NPS 107

B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM

Waypoint Group

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Metrics to gauge product improvement plus customer experience and satisfaction.

Digging Deeper into Net Promoter Score

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Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others?” The Power of Referrals.

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

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To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service.

The Top Customer Experience KPIs that you Should Know

Second to None

In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. Customer Satisfaction (CSAT).

Transforming the Customer Experience with Big Data

CX Journey

Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs.

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Achieving A Single Customer View Through Cross-Channel Data Integration

CX Journey

Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience?

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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.

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

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Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience. Mobile devices have become a ubiquitous aspect of American consumer culture. The move to mobile is an integral part of these journeys.

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


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.

Perfect These Three Things To Curate A Great Customer Experience

Second to None

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance. That suitcase had all of my business attire in it, and it was too late to go back and get it.

Pizza Brands Are Using Mystery Shopping To Measure Compliance To Brand Standards

Second to None

Pizza has become one of the fastest growing segments in the food market in recent history. 1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that your pizza brand is observing and responding to these evolving consumer expectations.

New Wisdom for Voice of the Customer


New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand.

Why Customer Engagement Is Key To Success This Holiday Season

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The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Do Your Employees Know What Customers Are Saying About Your Brand?

Second to None

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. While leadership and other team members may have an idea of how they hope your organization is registered by customers, without the right data, there could be a massive discrepancy between this hope and the reality. Our solutions are developed on the basis of solid research and statistical science.

Has Your Brand Adopted The NPS Philosophy?

Second to None

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? Whether it takes place in-person , online or over the phone , consumer recommendations have been proven to be one of the strongest methods of convincing new customers to try out your brand.

Digital Feedback: Why you’re probably doing it wrong


Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 countries called The Digital Tipping Point found that 64 percent of consumers say they favor digital channels for simple interactions.

Is Your Retail Brand Measuring Performance Across Different Locations?

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The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader.

Use Customer Feedback To Support, Not Punish, Your Employees

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Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers.

Why Your Pizza Brand Needs To Measure And Optimize Its Digital Brand Experience

Second to None

While it may be challenging to think of your fast-casual pizza chain in these terms, the modern marketplace has forced all brands to shift towards a digital identity. If your digital brand identity is lagging behind the rest of the industry, customers will jump to those competitors that are investing in reducing the amount of effort it takes to place and receive a pizza order. Mobile devices are now a major source of online food orders for takeout and delivery.

Is Your Organization Earning The Right Kind Of Profit?

Second to None

The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Not every dollar is earned equally, and if your platform is reliant upon the wrong stream of cashflow it could have permanently damaging effects. Brands that acted solely on the data provided by these bad profits were not paying attention to what customers were saying. The post Is Your Organization Earning The Right Kind Of Profit?

Is Your Financial Services Brand Measuring Its Customer Experience?

Second to None

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. Our solutions are developed on the basis of solid research and statistical science.

Why Reporting Matters When Developing A CX Measurement Program

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Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. Armed with these numbers and commentary, your team can develop an action plan and succinctly prove the validity of their claims.