Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

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

InMoment XI

JUNE 27, 2023

A VoC survey involves gathering both quantitative and qualitative feedback from customers about their various touchpoints with a company. Touchpoints could be anything from an interaction with your website, chatting with your customer service representatives, or actually using your products and services.

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

InMoment XI

FEBRUARY 12, 2024

However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address. If you were to just stop there, you wouldn’t know why she was dissatisfied.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. The Unprofessional Customer Service Representative.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

SurveySensum

MARCH 19, 2024

Customer Satisfaction Survey Questions On a scale of 1-5, how satisfied are you with your overall experience with our company? Were our customer service representatives helpful in resolving your issue? Did our products/services meet your expectations? Our customer service team is responsive to inquiries.

Survey 52

Survey Net Promoter Score Effort Score Feedback 52