Use Voice of Customer (VOC) Data to Improve Customer Service

GetFeedback

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods.

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?

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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? One of their biggest Aha!

Make Your Voice of Customer Program Actionable

Pointillist

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 to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights

Wootric

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. It’s your job to analyze this data to surface opportunities for product improvement and better customer relations.

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Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights. Voice of Customer

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Think about CX of the Future.

Customer-Centric Voice of the Customer

ClearAction

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric?

A CX Program Playbook for Customer Insights Professionals

Wootric

In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a Customer Insights professional. The 3 Pillars of Scaling CX.

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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5 Keys to Making Customer Insights Matter

West Monroe

As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. We see five keys to ensuring that customer insights drive value for the organization.

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps?

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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What to do when you spend all your time on Customer Success, yet you don?t have time for Customer Success

Waypoint Group

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training.

ROI 52

How to leverage your customer insights for growth in 2019

Thematic

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Customer experience.

3 Steps to Feedback Analysis That Drives Action in B2B

Waypoint Group

This post was originally written for Shep Hyken’s Customer Service blog. In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to end up with a single “neutral” customer? Metrics News Voice of Customer (VoC

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.

ROI 68

New Wisdom for Voice of the Customer

ClearAction

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.

It’s about time! Asking for transactional feedback at the right moment to elicit meaningful customer insight

Customer Alignment

88% of Voice of Customer feedback comes from surveys [1]. We have all experienced the growing requests for survey completion associated with many of our day-to-day activities and interactions with brands. Yesterday I called into question the timing, quality and therefore validity of one of these surveys. Companies are investing time, money and resource – are they really getting the true picture of the current customer experience?

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).

The Power of Leading Indicators in Customer Success: Here’s What To Measure

Waypoint Group

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates.

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The success of the Association rides on its members. The following is an overview of the six domains.

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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. What on earth do they do with your feedback?

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[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customer data is all around us.

Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . What is customer experience? 73% of U.S.

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). Over the years I have had the pleasure of meeting and working with a large number of CXPs. A customer-centric organisation.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience?

CX Experts We Love

Wootric

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch.

Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand

Maru/Matchbox

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. How We Approached Our Unstructured Client Feedback Data. Insights cx

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. or not, why do customers return. P.S. What did you think of this blog post? Customer Experience Customer Experience Management Software

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Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Read the full answers of the experts below. Customers want you to know them.

Growth Through Customer Experience Action

ClearAction

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. The below-given list is a general list and is irrespective of any ranking or order.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

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Five best practices to integrate VoC into your customer journey mapping processes

OpinionLab

The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently positive experience at each interaction point. Today’s customers expect every stage along their journey – from initial research to selection to purchase to advocacy – to be seamless across all channels and devices.

Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful.

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Inspiring a CX Revolution: C3 2017 Day 1 Highlights

Clarabridge

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Come back to our blog tomorrow for a recap of Day 2 at C3!

The key to Customer Experience excellence – effective listening

Thematic

I carry that evaluation process through every touchpoint with a brand including if/how they solicit feedback from me about their service delivery. 6 best practices for customer inquiry. Ask questions that show the customer you want to serve them better. When customers take their precious time to offer input, that time should be honored. Get to the heart of the matter quickly. I love to ask customers questions that compare across repeated measures (e.g.,