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

Totango

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. What is Voice of Customer?

Make Your Voice of Customer Program Actionable

Pointillist

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback.

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

Uncover the Future of Feedback in the Telecom Industry

SurveySensum

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). According to NPS Benchmark Report, telecom holds the lowest industry average.

Hear How American Express brings the voice of customer to life

Qualtrics

This is the first installment of our new blog series, “Customer Experience Visionaries.” On getting started in Customer Experience with American Express: I really wanted to get closer to the customer. The same holds true with customers.

[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. Customers today want more than a transactional service; they expect a meaningful interaction with a brand.

5 Real Cases How Customer Feedback Influenced Business KPIs

Lumoa

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Everyone’s happy and the sales of the new device went up.

The Importance of Collecting NPS and Gathering Feedback for the Product Team

Waypoint Group

However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to drive and prioritize where the focus of the product needs to be, from a customer perspective.

How the voice of the customer can future-proof your business

Vision Critical

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. The dizzying pace of business. Industries are being disrupted faster than ever before.

Customer Surveys Are as Important as Ever!

CX Journey

Image courtesy of m kasahara I originally wrote today's post for Clicktools. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The bad news is, they’re often doing nothing with the feedback.

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Bringing Your #VoC Program up to 2020 Standards

CX Journey

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Use other methods to listen to customers, as well.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

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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.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).

How To Stand Out In The Sportswear Industry

Second to None

Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

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

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years?

Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! One piece of advice I have is: never rest on your laurels! What delights customers today may not delight tomorrow.

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.

#CX Buzzwords or the Real Deal?

CX Journey

Image courtesy of CMP The customer experience profession has a lot of buzzwords. I was recently given access to a report by the team at Customer Management Practice , organizers of the popular CCW (Customer Contact Week) events.

3 huge future customer journey mapping trends you need to know about

OpinionLab

Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. A customer journey spans a progression of touchpoints and has a clearly defined beginning and end.”.

Surveys Don't Sell!

CX Journey

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? Especially from someone who admits that she is not market research savvy, as the author of that article did.

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On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! One piece of advice I have is: never rest on your laurels! What delights customers today may not delight tomorrow.

Since when did CX become a “Game of Thrones”?

OpinionLab

You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. Which Game of Thrones character does this remind you of?

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Questions to Consider Before Forming a Customer Advisory Board

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. 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.

Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. a link in the header or footer of a page.

Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. The connectivity between brands and consumers offered in the Internet age has integrated brands into the daily routine of our lives.

Medallia Experience 2018 Recap

Waypoint Group

For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs. Are your customers ready to take a trust leap?

Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. How Do You Define Voice of the Customer?

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).

Reputation Management or Customer Experience Management?

CX Journey

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.

How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

Second to None

Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience. Mobile devices have become a ubiquitous aspect of American consumer culture. The move to mobile is an integral part of these journeys.

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries. That’s why, for the most part, the startups that make it off the ground all have a laser like focus on their customer experience.

CX / VoC: DIY or Hire a Guide?

CX Journey

What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone? Here are some of the factors we weighed, considerations we batted around, and decisions finally made.

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Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. KEEPING UP WITH CUSTOMER EXPECTATIONS.

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.