Use Voice of Customer (VOC) Data to Improve Customer Service

GetFeedback

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods.

The Many Voices of Customer Experience

CX Journey

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? There are many voices that are key to total understanding.

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? What is Voice of Customer (VOC)?

Free your mind: Voice of Customer

OpinionLab

A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The true power of VOC is action.

How to Drive Voice of Customer Insights Company-wide: 3 Steps

ClearAction

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Is this the fault of the customer-facing staff?

Voice of Customer Alone Isn’t Enough For The CX Journey

Kitewheel

Customers journeys and customer experience make a huge difference for brands. Building a great customer experience rather than is now a key marketplace differentiator. What sets businesses apart today is not price, but rather how they listen and adapt to customer needs.

Focus on critical Voice of Customer issues – do more with less

Thematic

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . The Pareto principle tells us that 80% of something is caused by 20% of something.

Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. So why is it that two-thirds of VoC programs aren’t making a difference? VoC reports do not speak the language of managers. Voice of Customer

Strategic Customer Experience Action on Voice of Customer

ClearAction

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. 3 Types of Customer Experience Action Essential to ROI.

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.

*New* Forrester Wave: Customer Feedback Management (CFM) Platforms Q2, 2017

Forrester

The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! CFM platforms are part of a larger VoC vendor landscape and help CX professionals manage complexity by centralizing and automating essential VoC activities. To score these vendors, we developed a comprehensive set of evaluation criteria in three high-level buckets: Current offering, strategy, and market presence. Read more Categories: Customer Experience.

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.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. Receiving Voice of the Customer feedback. Ticket feedback.

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.

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.

Who is the Right Customer: Decisions for Managing Customer Surveys

ClearAction

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth.

What's New With Customer Feedback Management (CFM) Vendors: A CX Pro's Guide To The Evolved CFM Vendor Landscape

Forrester

Forrester published a NEW report with highlights of changes among CFM vendors to give you the crucial insights you need to understand your CFM options. Since the 2014 reports on the VoC vendor landscape and VoC vendor go-to-market strategies , we saw some big changes in the Customer Feedback Management (CFM) market. Key changes in the CFM market include: Read more Categories: Customer Experience. customer feedback management.

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.

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.

5 User Experience Improvements to Help Increase Survey Response Rates

ServiceDock

One of the great ironies of Customer Experience Management (CXM) as a discipline, is that many of the surveys designed to help businesses gather the data they need to improve Customer Experience offer terrible User Experience (UX).

5 Fails to Avoid with Your VoC Program

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Detailed below are five of them.

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. 5 stories of truly visionary companies.

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. What a waste of everyone's time.

#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.

G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)

Wootric CX Blog

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. At Wootric, we walk the talk,” said Deepa Subramanian, CEO of Wootric.

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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Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization?

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6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. Are you using some of these steps?

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. I spoke at an event last week on the topic of disrupting voice of the customer programs.

What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success

Waypoint Group

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training.

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Haters are the Canary in the Coal Mine for Your Company

CX Journey

Image courtesy of moon angel Today I'm pleased to share a guest post by Jay Baer. They are the “meh” in the middle, and they are what kill businesses One benefit of paying attention to feedback is the ability to glean insights about your business that can improve your operations and processes.

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.

It's Not About the Metric

CX Journey

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Value Chain Solution to VoC ROI

ClearAction

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s a sequence of value-adding activities.

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Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

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New Whitepaper: Accelerate Profitable Growth Through Stakeholder Engagement

Waypoint Group

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. The paper focuses on engaging the right stakeholders in your customer accounts (think “Renewal Buying Committee” participants/Key-stakeholders, not just end-users or your customer “champions” or end-users).

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Straight from the Horse's Mouth

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. from rooftops for a couple of years now. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company. This is a rich source of information, without a doubt.