CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Playvox

SEPTEMBER 30, 2022

Your customers are counting on you to make your voice heard within the larger business — because it’s their voice, too. Your Customer Service Team Matters. Beyond creating successful customer relationships, customer support teams also have a big impact on revenue. What are they unhappy about?

Contact Center 67

Contact Center Report eBook Tips 67

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Emotions influence it.

ROI 259

ROI Customer Experience NPS Financial 259

NetBase

FEBRUARY 1, 2019

Are your consumers scrolling through social media, reading or posting reviews, tweeting sarcastic replies to your sincere survey questions, or maybe they’re on your site right now, grilling your under-prepared customer service associate? Eliminate errors and reduce the latency for delivering critical insights to the business.

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

Lumoa

FEBRUARY 6, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed? Marketing, Customer service.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle.

Contact Center 52

Contact Center Analytics Data Call Center 52

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. There are lot of research and studies about the relationship between financial metrics and customer experience metrics.

ROI 303

ROI Customer Experience NPS Financial 303

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Is customer centricity already part of the company DNA and culture?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Thematic

MARCH 27, 2019

Delays cause frustrations for customers and thus opt to shift to other businesses with faster response rates and may never return. Poor Customer Service. Customers point out poor quality service as one of the major reasons they churn a business. Taps into the Customer Voice. Wondering how?

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Not to mention Zappos customer service ! These are great examples of companies that take their customer experience seriously.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Voice of the Employee. Voice of the Market.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Kustomer

JUNE 4, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Hillary Curran to discuss customer experience and business operational strategies to make sure that the voice of the customer is heard. Hillary is currently the Director of Customer Service at Guru.

Feedback 52

Feedback Customers Meeting Customer Experience 52

Verint

AUGUST 22, 2017

Even more importantly, a significant customer pain was eliminated that could expose the bank to potential churn and long-term revenue loss. Many opportunities like this typically surface when voice of the customer insights are used to identify back-office processes that impact the customer experience.

Banking 31

Banking Analytics Contact Center Customers 31

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

NICE inContact

AUGUST 28, 2019

And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

SmartKarrot

AUGUST 22, 2022

The voice of the customer (VOC) combines customer feedback and insight, allowing organizations to understand how their customers view them. VOC is often used in marketing, product development, sales, customer service, and management. Why is VOC Important?

Examples 10

Examples Tools Social Media Banking 10

Forrester's Customer Insights

APRIL 22, 2020

i] Acquiring Voci will strengthen Medallia’s overall offering primarily by enabling clients to tap into contact center insights and data. This move will also help Medallia customers overcome one of […].

Contact Center 53

Contact Center Video Feedback Data 53

Maz Iqbal

JUNE 8, 2017

It occurs to me that the scourge of the customer-centric fad is customer surveys. It seems to me that just about every large organisation that I deal with asks me for my feedback … Continue reading "Make Life Easier By Asking Only One or Two Questions of Your Customers".

Customer Centricity 66

Customer Centricity Survey Feedback Customers 66

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program? Overall NPS jumped by 14 points.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ProProfs Chat

NOVEMBER 26, 2021

Voice of the customer survey tool such as Qualaroo enables you to instantly track negative feedback and work upon the issues to elevate customer satisfaction. This is a great way to spot problems early and refrain customers from writing negative reviews. Helps in getting to know the customer.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Democratize customer intelligence Too many VoC programs are based in silos, with limited sharing of the results across the organization. Published on: November 07, 2018.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66

Pointillist

AUGUST 18, 2021

And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement. Now, many people have heard me talk about three of them, voice of the customer, voice of the employee and voice of the process, as I’ve just inferred.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40