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

GetFeedback

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.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy?

Survey 172

Is Customer Experience a Missed Opportunity?

Heart of the Customer

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. appeared first on Heart of the Customer.

The Survey is Dead…Long Live the Survey

MaritzCX

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.

Survey 200

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 Survey is Dead…Long Live the Survey

MaritzCX

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir

Survey 200

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. If you're using the same survey you did a year ago, it's time to check that.

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

ijgolding

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.

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. If you haven't, then it's time to start thinking about your surveys differently.

How can you put customers in position to guide your direction?

Wired and Dangerous

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away!

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. more than half of the executives surveyed (60. understand new sources of customer data and. quickly act to meet new customer expectations. Revenue and customer feedback are.

Stop Bribing Your Employees for Good NPS Scores

Heart of the Customer

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer.

Too many see journey mapping as an employee workshop.

Heart of the Customer

appeared first on Heart of the Customer. What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked.

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

ERDM

Article by Ernan Roman Featured on CustomerThink.com “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

Are You Putting Marbles in a Bowl?

CX Journey

Probably the most important component of listening to the voice of the customer is acting on what you hear. When we ask customers for feedback, it''s imperative that we make the most of that conversation. Want more tips on survey design?

Tips 194

The Evolution of Survey Designer

Confirmit

It’s been over six months since we launched the much-anticipated Survey Designer , our slinky new interface for creating surveys for Market Research, Customer Experience and employee engagement programs.

Confirmit Survey Designer

Confirmit

With Confirmit Survey Designer, you can create surveys leveraging a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed to engage your audiences and capture the insights you need. Click here to download more information about Confirmit Survey Designer. Voice of the Customer Voice of the Employee Market Research Factsheets

Make Life Easier By Asking Only One or Two Questions of Your Customers

Maz Iqbal

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 Insight (inc VoC) Customer Service Customer-Centricity customer surveys listening listening to customers Two questions to ask your customers Voice of the Customer

The Top Customer Experience KPIs that you Should Know

Second to None

In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. NPS can also help to predict future revenue based on customer sentiment.

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]

Using Automation to Improve the Quality of Open-Ended Survey Responses

Confirmit

In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses.

Using Automation to Improve the Quality of Open-Ended Survey Responses

Confirmit

In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses.

Say Goodbye to the Blank Slate: Streamline Your Survey Design Process

Confirmit

Declining responses rates and low levels of participant engagement are never far from the minds of Market Researchers, Customer Experience teams, and insight professionals. Say goodbye to the blank canvas when creating a survey.

ROI 52

Is Your Retail Brand Measuring Performance Across Different Locations?

Second to None

As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. A consistent omnichannel brand experience is important because it reduces the amount of mental effort necessary for a customer to complete a transaction at any of your different locations.

10 Tips for Creating Engaging Surveys Quickly and Easily

Confirmit

Corporations conducting Voice of the Customer/Voice of the Employee surveys and Market Researchers often struggle with declining survey response rates and low respondent engagement. To combat those challenges, it is extremely important to create surveys that are fun, engaging, and reduce mid-survey respondent fatigue. Voice of the Customer Voice of the Employee Market Research Webinars Best Practices

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.

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.

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.

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.

Straight from the Horse's Mouth

CX Journey

Naysayers have been shouting "Surveys are dead!" 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.

Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

Voice of Customer Alone Isn’t Enough For The CX Journey

Kitewheel

Customers journeys and customer experience make a huge difference for brands. Building a great customer experience rather than is now a key marketplace differentiator. What sets businesses apart today is not price, but rather how they listen and adapt to customer needs.

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.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

Listen to the Voice of the Partner It’s easy to get so wrapped up in listening to our customers and employees that we forget to listen to another key constituency: Our partners. Listen to the wisdom your partners possess thanks to day-to-day contact with your end customers.