What is Voice of Customer and How Can You Leverage It?

Totango

Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn. However, that same research indicates that 97% of people said they would be loyal to a company that did listen to their feedback. And in this consumer-dominated, subscription-driven market, customer retention is critical.

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.

How & why to restart your Voice of Customer program

Thematic

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. Better customer experience.

5 Mistakes to Avoid in your Voice of Customer Program

PeopleMetrics

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well. Design is also about making the feedback experience great for the customer. Retain Customers?

Weathering the Negativity Storm

CX Journey

Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains. What This Means for VoC and CX For customer experience practitioners, storms of negativity most often come in the form of little dark clouds known as colleagues.

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.

Do Your Employees Know What Customers Are Saying About Your Brand?

Second to None

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. While leadership and other team members may have an idea of how they hope your organization is registered by customers, without the right data, there could be a massive discrepancy between this hope and the reality. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

What Your Luxury Retail Brand Can Gain From Mystery Shopping

Second to None

Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand. If your luxury retail brand has never conducted a measurement program like mystery shopping in the past, it may be missing out on some key pieces of CX data.

How Can Your Retail Brand Compete Against Amazon?

Second to None

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

The Best Ways To Provide Customer Service Via Live Chat

Second to None

Instead of forcing customers to call your representatives or visit your brick-and-mortar location to get questions answered, create a live chat system that reduces the amount of effort a customer must exert to receive service. Simply having a system that allows site visitors to get their questions answered is a great step, in fact over 40% of customers favor websites that have a chat function readily available.[1]

Adjusting Your Retail Brand Experience To Evolving Consumer Expectations

Second to None

Conduct research programs like mystery shopping and competitive benchmarkin g programs to capture a better understanding of these evolving consumer expectations in the retail industry. Competitive benchmarking is a form of mystery shopping that can help capture this data because it sends evaluators to measure and observe how other organizations in the industry are operating. Our solutions are developed on the basis of solid research and statistical science.

Understanding The Relationship Between Brick-And-Mortar and eCommerce Retail

Second to None

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case. In practice, this means creating a comfortable store aesthetic, with consistently engaged employees offering an appropriate level of service.

What Your Brand Can Learn From Sephora’s Updated CX Platform

Second to None

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. The decision was a sign of the times, said Laughton.

Capture A Better Understanding Of Your CX Data

Second to None

Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. Ultimately, your brand needs to possess the appropriate level of expertise to produce actionable outcomes from the information you collect. However, as communication with consumers gets increasingly spread to multiple channels, it is more challenging to make sense of this information. The customer has to come first.

Create A High-Performance Customer Engagement Platform

Second to None

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. Brands in any industry can benefit by creating a platform that encourages return customers, and one key aspect of doing so is establishing clear moments along the customer journey meant to increase levels of engagement before, during and after purchase.

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon. I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ My neighbor goes on to tell me about his job commissioning, trouble-shooting and servicing industrial cooling systems and how his customers “ don’t understand half of what I do, so how can they rate my performance?

Don’t Do Digital Transformation, Design It

Storyminers

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. I see a lot of scraps left on the table.

May 06 – Customer Success Jobs

SmartKarrot

Know customer problems and KPIs and guide the customer to the best platform use. Identify opportunities to grow business with the customers and engage the sales team with the process. Manage the kick-off meetings & QBRs for their customers.

Miro and SuiteCX: Collaboration in the time of COVID

SuiteCX

Still, Zoom didn’t make it easy to see what was on the board, and honestly it took up a lot of space in my office. My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design.

Tools 141

Why You Need To Design CX Change, Not Just Do It

Storyminers

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together. Budgets are shifting a lot and there’s less in the tech camp and more in the revenue generation side of things,” he says.

Don’t Do Digital Transformation, Design It

Storyminers

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

My CCXP Journey: Five lessons from taking the CCXP exam (again).

CX University

I had been working in CX Strategy (by many names) since 2000, building a network of my own over time. While I had gathered enough continuing education units to maintain my certification, I had suffered a brutal layoff and subsequent period of unemployment that drained my savings.

Deliver Your Food, And Your Customer Experience, The Right Way

Second to None

The ability to reach customers where it is most convenient for them can be a differentiator between your organization and the competition. One segment in which convenience is especially important is the food delivery industry , because reduced effort is inherent in the value proposition of the service. Online ordering has greatly disrupted the delivery industry by reducing the amount of work to order even more than the delivery methods of the past.

CX Experts We Love

Wootric

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. He’s a big believer in building relationships and is proud dad of Owen the corgi.

Customer Success Week 2015 is Almost Here

Waypoint Group

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. This year will be even grander and doubled in attendance from last year’s 900-person event, in true SF fashion! Pier 48 will be converted into a Customer Success Village and accompanied by gourmet food trucks in what we can only imagine will add up to an event rivaling Dreamforce.

How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Strengthening Brand Experience in the Grocery Industry

Second to None

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6%

Customer Journey Mapping: Balancing Customer and Company Needs to Drive Business Outcomes  

SuiteCX

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. Click here to view SlideShare.

Three Types of CS Representatives That Drive Customers Away

Second to None

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company.

The Increasing Relevance of Experiential Retail

Second to None

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. Offering supplementary features such as wine bar installations, community classes, coffee shops and other creative experiences, many stores have found success in the space of experiential retail.

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

Storyminers

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 116

The Increasing Relevance of Experiential Retail

Second to None

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. Offering supplementary features such as wine bar installations, community classes, coffee shops and other creative experiences, many stores have found success in the venture of experiential retail.

Strengthening Brand Experience in the Grocery Industry

Second to None

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6%

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not.