SurveySensum
FEBRUARY 1, 2021
In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?
CX Journey
MAY 17, 2017
If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. Don't ignore the learnings and outputs of this exercise. It might be time if you.
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Thematic
MARCH 27, 2023
As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”
ChurnZero
FEBRUARY 26, 2021
Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Take the initiative to align on your product roadmap. It’s a huge [customer] lifecycle,” says Matt. Matt Kearns, Sr.
Pink Guava
OCTOBER 31, 2018
There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. Measure and Innovate Once you have created the roadmap and used them to further set your near and long term goals.
SmartKarrot
APRIL 18, 2022
The findings are shared with the Product Team in a regular sync up between the Customer Success Managers and the Product Team. The interactions between the two primary stakeholders in the customer success world helps define the roadmap for the platform which is a key contributor to ensuring customer success.
ChurnZero
SEPTEMBER 25, 2020
Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own. Put on Your Product Hat.
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