SmartKarrot

JULY 28, 2020

To understand this more thoroughly you have to consider what is Voice of Customer (VoC). Not only SaaS but every business is driven by their customers. Using many metrics like monthly or annual revenue or churn rate tell only a part of your business story. Voice of Customer aims exactly at that.

Voice of Customer 10

Voice of Customer Omni-Channel Net Promoter Score Social Media 10

Second to None

FEBRUARY 1, 2019

NPS is a metric that is used to measure customer loyalty and satisfaction. 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 metric is attractive to businesses because of its straight-forward nature and simple approach. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

SurveySparrow

MARCH 21, 2022

True to its name, a voice of the customer survey is a proactive and consistent approach to capture your customers’ needs, expectations, preferences, and experiences. It extracts feedback from your customer base to reveal what they like, dislike, and need improvement when it comes to your product or service offerings.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Journey

JANUARY 22, 2016

I recently wrote about the many voices of customer experience, all important to total customer understanding. Those voices come from customers, partners, employees, and customers through employees. Your mainstream consists of your established customers, best employees, and biggest competitors.

Innovation 80

Innovation Company Voice of Customer Meeting 80

ChurnZero

FEBRUARY 26, 2021

Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation. He also recommends internally sharing NPS feedback and finding ways to share the accountability for those metrics across departments.

Customer Success 59

Customer Success Company Management Roadmap 59