Remove Exercises Remove Feedback Remove Metrics Remove Voice of Customer
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The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru Group

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” For example, a tech company’s cost to serve “Cautious Customers” may involve different factors from the cost to serve “Tech Enthusiasts,” and it should be incorporated as such.

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The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru Group

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” For example, a tech company’s cost to serve “Cautious Customers” may involve different factors from the cost to serve “Tech Enthusiasts,” and it should be incorporated as such.

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The 3 M’s For Improving Customer Experience SUCCESSFULLY

Customer Guru

Similarly, any organisation that wishes to improve customer experience should start with measuring it first. Use a metric such as Net Promoter® scale as a measure of customer experience because it is simple, standardised, and actionable. This ensures that everyone knows how their actions translate to customer experience.

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How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Don't ignore the learnings and outputs of this exercise. How do you know when it's time to redesign or to update your customer listening efforts? VoC has changed and now includes more than just surveys; it's not just about asking customers but also about listening - wherever your customers want to speak and voice their opinions.

Survey 159
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6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel

ChurnZero

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. Matt Kearns, Sr.

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B2B: The Linkage Between NPS and Financials is NOT What You Think It Is

Waypoint Group

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. not responding to feedback requests or joint account planning processes). Get customers to provide feedback! The take-away?

NPS 40
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The Power of Leading Indicators in Customer Success: Here’s What To Measure

Waypoint Group

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. So what metrics are good indicators of strengthened customer relationships?