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.

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 Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

How To Drive Action With Your Voice of Customer Program

Chattermill

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. Voice of Customer. Nurture a Customer-Centric Culture.

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. Retain Customers?

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? 4 root causes: You get what you measure. 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. And the engine represents CXM measurement.

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

Maru/Matchbox

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?” However, I do understand it must be challenging for a data team sitting on tens/hundreds of variables to be able to give you a complete roster of their data warehouse. Step 1: Strategically Define and Capture Customer Data. Identify the one or two, over-arching objective(s) of your organization.

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

Maru/Matchbox

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?” Step 1: Strategically Define and Capture Customer Data. Step 2: Define KPIs For Each Customer Experience Channel.

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.

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Think about CX of the Future.

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.

Digital Feedback: Why you’re probably doing it wrong

OpinionLab

Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 countries called The Digital Tipping Point found that 64 percent of consumers say they favor digital channels for simple interactions.

The Secret Of CX Measurement

Beyond Philosophy

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly.

Website redesigns: How and when should you measure impact?

OpinionLab

Forbes recently explained customers expect more of companies on a daily basis. Considering that, in sophisticated industries with substantial competition for customer dollars, is it any wonder some brands think redesigning their website will give them a CX edge? Certainly, constantly listening to your customers is critical. In particular, gauging the sentiment of your customers (i.e. in the first quarter following the launch of its new website.”

Are You Measuring The Effectiveness Of A New Program?

Second to None

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. Measurement programs can serve as a helpful tool in these situations, because they allow your team to capture instantaneous feedback about the effectiveness of these new frontiers. Our solutions are developed on the basis of solid research and statistical science.

Is Your Financial Services Brand Measuring Its Customer Experience?

Second to None

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. Our solutions are developed on the basis of solid research and statistical science.

Why Reporting Matters When Developing A CX Measurement Program

Second to None

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. Armed with these numbers and commentary, your team can develop an action plan and succinctly prove the validity of their claims.

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.

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. Many Customer Success teams measure their performance via customer retention and expansion rates.

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience.

Measuring Your In-Home Associates’ Customer Service Capabilities

Second to None

Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership. There are three main stages in the interaction that evaluators should be measuring.

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.

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. Many changes are good news for CX pros that are looking to support their enterprise-wide VoC and CX measurement efforts. customer feedback management.

Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab

OpinionLab

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Ben Smith, VP & GM Customer Experience Solutions, Verint—and Sean Fallon, VP & GM OpinionLab, A Verint Company.

Pizza Brands Are Using Mystery Shopping To Measure Compliance To Brand Standards

Second to None

Pizza has become one of the fastest growing segments in the food market in recent history. With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that your pizza brand is observing and responding to these evolving consumer expectations. Ultimately, pizza brands must be willing to collect, listen and respond to customer feedback to find success in the modern marketplace.

Two Major Flaws of Your Customer Listening Efforts

CX Journey

Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. The first flaw is: lack of action. You've got tons of feedback, tons of data, and you do nothing with it.

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.

What Is Brand Equity and How to Measure It?

Second to None

Emma writes for many relevant industry related online publications and does a job of an Executive Editor at Bizzmark blog and a guest lecturer at Melbourne University. . Apart from maintaining the quality of its products, a brand has to come up with a unique, catchy name, create an aesthetically appealing visual identity, build a well-optimized website, produce high-quality, useful content, and generally speaking, always try to go the extra mile and push back the boundaries.

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

ijgolding

In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount.

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#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.

How Retently Automated Customer Feedback Analysis Using MonkeyLearn

Retently

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? Sorting through the feedback is tough. Lack of granularity.

Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab

OpinionLab

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Ben Smith, VP & GM Customer Experience Solutions, Verint—and Sean Fallon, VP & GM OpinionLab, A Verint Company.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

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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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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.

A #CX Topic to Avoid at the Dinner Table

CX Journey

Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? customer effort score?

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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