CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Understand the Phases of VoC Maturity.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Insurance 40

Insurance Return on Investment Policies Case Study 40

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. CXM Timeline to CX-Centricity.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment.

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Stella Connect

MAY 11, 2017

By that I mean immediately, right on the front line—where service teams are actively engaging customers. Case Study: Using VoC Data to Save the Customer Relationship. Approximately half of those 1,000 customers have completed follow-up feedback requests (you read that right: a 50% response rate ).

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business. Case study.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

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