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

StellaService

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?

Four tips to improve customer experience with digital feedback

OpinionLab

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. For this to be the case, there are a handful of absolutely critical strategies you should be following. Let your customers be your guide.

CX Compass: Are Your Employees Listening to the Voice of Customer (VoC)? They Should Be.

Responsetek

It has been a long standing tradition for organizations to keep their employees away from customer feedback. Customer-centric organizations and their research departments see customer feedback in the same light. Download eBook. Did you know?

NPS 52

Confirmit VoC for Business to Consumer eBook

Confirmit

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. Voice of the Customer

eBook 52

Confirmit VoC for Business to Consumer eBook

Confirmit

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

eBook 52

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign

OpinionLab

After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website. It’s the realization of months of iterative discovery, creation and testing. The value of direct feedback to your website redesign.

Great digital VoC – like great CX – starts with great questions

OpinionLab

Do your digital VoC strategies uncover highly actionable nuggets of information? If not, it could well be because you’re asking your customers the wrong questions. As a CX professional, do you know what the primary objective of your business is? What do you think of tool X?”.

5 Ways to Use VoC Data

StellaService

Voice of Customer Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data collection program. Voice of Customer Data Can (and Should) Be Used Across Your Organization.

The Art of Prioritization: How product teams avoid half-baked features, zombie products, and disengaged engineers

Wootric CX Blog

It’s the nature of Product Dev to be weighed down with urgent requests, nice-to-haves, absurd asks, and bugs to fix – in addition to their regular workload. Prioritization is the art of saying no. Creating a list of things to do is easy.

How Today’s CX Leaders Can Connect Customer and Employee Experience for Radical CX Innovation

inmoment

What do you think of when you hear “radical innovation?” When you look past the buzzwords, you’ll find an idea that is at the heart of technology—the idea that humans can create something that breaks the mold and changes the way we complete tasks in everyday life. . The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space.

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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Look Away from the Shiny Object

Waypoint Group

Focusing on Holistic Customer Success. San Francisco welcomed another stellar group of Customer Success pros last week, thanks to Totango’s CS Summit. In B2B, companies need to help their customers achieve results, not just push products.

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