Customer Voice is More Important Than Ever—Here’s Why


The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

The customer feedback experience – an experience not to be taken for granted!


CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me.

Use Customer Feedback To Support, Not Punish, Your Employees

Second to None

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.

Voice of the Customer – Gain Valuable Insights From Customer Feedback


How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. How Do You Define Voice of the Customer?

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. feedback from.

10 Actionable Tips For Sourcing High Quality Feedback From Your Advocates


Customer feedback isn’t just a nice-to-have. For any organization that is committed to creating a second-to-none customer experience, regularly sourcing customer feedback is mission critical. Feedback enables you to constantly iterate on your products, optimize the customer journey, and include customer voices in everything you do. With it, your customers can be the engine behind.

The Untold Love Story Between Churn and Customer Feedback Loops


Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Because repeat customers lead to higher profits for your business as they are associated with higher sales. What is customer churn? Delayed Feedback.

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.

Improving the Respondent Experience

CX Journey

There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. It wouldn't hurt to actually map the survey experience from the customer's perspective.

The Forrester Wave™: Customer Feedback Management Platforms


Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers.

The Best Customer Experience Strategies Are Invisible


In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. It just means that the customer only sees the result.

Does Your Brand Experience Align with Customers’ Voices? Elizabeth Arden Shows How


Article by Ernan Roman Featured on “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.” So, the action companies must take is to share customer listening insights across all departments involved in product development and marketing.

ROI 40

Enough already! The truth in these 10 advices we are all tired of hearing about customer feedback system.


This is true for almost all the topics and customer feedback system is no different. Customers are the king in the business world. It is the businesses that resonate perfectly with their customers, enjoy constant development. Collect feedback while it’s fresh.

Integrating Siloed Voice of the Customer (VoC) Feedback


The clash between a company’s need for feedback and declining response rates generally leads to an even larger problem: feedback silos. Voice of the Customer data silos is a common business challenge.

The Forrester Wave™: Customer Feedback Management Platforms


Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback.

Emotional Intelligence in Customer Experience Leadership


Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. more often in your customer experience strategy can help you develop empathy for every party involved.

Digging Deeper into Net Promoter Score

Second to None

NPS is a metric that is used to measure customer loyalty and satisfaction. ” A Promoter is a customer who responds with a nine or a ten. A Detractor is a customer who responds with a six or under. It serves as an overarching measurement of customer sentiment, streamlining customer satisfaction and loyalty into a tangible metric. Furthermore, it provides a reliable benchmark for customer experience teams to work towards.

Voice of the Customer (VoC): Is Your Brand Flying Blind?


They rely on traditional voice of the customer (VoC) programs for a mission-critical view of the contact center: what’s working, what isn’t, and what can be done to improve customer service. Imagine a response rate to customer feedback requests of 30% or more.

Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida


Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted


Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

3 Strategies to Create Empowered “CX Catalysts”—Employee Advocacy Is Not Enough


Voice of the Customer Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience customer engagement optimization Customer Feedback Employee Satisfaction customer centricity customer engagement customer focus

5 Radical Changes to VoC of the Future for ROI Maturity


What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 68

The Many Voices of Customer Experience

CX Journey

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience?

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!


When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure sufficient ‘voices’! Failure to measure the true ‘end to end’ customer journey.

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]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. Many of the most effective changes happen internally, away from the customer’s attention. KEEPING UP WITH CUSTOMER EXPECTATIONS. You have to know what the customer wants before you can give it to them.

Location Triggering and Beacon Technology Capture Real-Time Feedback Fact Sheet


With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. Voice of the Customer Voice of the Employee Market Research

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Customers Convene in Orlando for Engage 2017 Global Customer Conference


The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong!

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

Second to None

One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. Additionally, US consumers report that being passed between agents is the most frustrating aspect of a customer service experience.[4]

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs.

Ventana Research Names Verint 2017 Digital Innovation Awards Finalist


Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading solution with Verint’s acquisition of OpinionLab. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Straight from the Horse's Mouth

CX Journey

Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Questions to Consider Before Forming a Customer Advisory Board

CX Journey

There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to go, but you can get feedback in a variety of other ways, as well. One of my favorite approaches is via a customer advisory board.

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow? Use technology to enhance customer’s experience not yours.

Employee Advocacy Is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”


Are the people in your organization empowered to do what’s right for the customer? Your employees have a wealth of knowledge into what customers do and do not prefer.

Why Reporting Matters When Developing A CX Measurement Program

Second to None

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. Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming.

Tips for Using Voice of the Customer in Performance Reviews


That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review. You can get a greater sense of that proportion when you read open-ended feedback, which is also an interesting topic….