ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 295

Analytics Data Customer Experience Social Media 295

Thematic

JANUARY 2, 2019

Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I have yet to work with anyone who enjoys denying customer requests.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ECXO

MARCH 21, 2023

Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. This can be done through surveys, focus groups, interviews, and other feedback mechanisms.

B2B 98

B2B Customer Experience Roadmap Culture 98

CX Journey

MAY 17, 2017

Ultimately, if your customers continue to complain about the same issues and if your employees still feel shackled by the same tools, policies, and procedures - if you feel like the experience hasn't improved and you don't know how to fix it - it's time to rethink how you're listening to customers.

Survey 159

Survey Feedback Social Media Roadmap 159

inmoment

MARCH 12, 2020

Customers are going to continue to consume products and services, so don’t turn off your listening programs. Pay special attention to unstructured feedback and use those themes to train customer-facing teams in empathy and flexibility. . Tip #1: Keep Listening . Tip #3: Be Flexible.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Zeisler Consulting

AUGUST 10, 2020

Regardless of what sort of organization we’re talking about, and regardless of the segmentation of Customers, we can’t improve the CX without first listening to and understanding what our Customers say about our current products and/or services and what they’d prefer to see from them. Volumes can be (and have been!)

Culture 93

Culture Customer Centricity Exercises Strategy 93

CX Journey

DECEMBER 27, 2017

Not seeing the results or improvements you expected to see from your customer listening efforts? There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Why is that? What's going on?

Feedback 118

Feedback Metrics Culture Customer Retention 118

Second to None

AUGUST 21, 2018

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. There is an inherent risk involved when implementing any new idea, and self-assessment can serve as an important insurance policy.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Answer Dash

NOVEMBER 27, 2018

It can be one simple question survey asking the customer how difficult it was to accomplish what they wanted during their most recent interaction. It can be finding the product or service on your website, contact information, or shipping and returns policy. How do you measure Customer Effort Score?

Effort Score 76

Effort Score Metrics Customer Experience Net Promoter Score 76

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

Forrester

JANUARY 23, 2015

And those root causes lie in the customer experience ecosystem. So while many companies have programs in place to mine voice of customer, customer feedback alone is insufficient to get at root causes of bad CX because it penetrates only the top layers of the ecosystem. Voice of your employees (VoE) is. "

Customer Experience 40

Customer Experience Voice of Customer Customer Voice Banking 40

Forrester

JANUARY 23, 2015

And those root causes lie in the customer experience ecosystem. So while many companies have programs in place to mine voice of the customer, customer feedback alone is insufficient to get at root causes of bad CX because it penetrates only the top layers of the ecosystem. Read more Categories: voice of customer.

Customer Experience 40

Customer Experience Voice of Customer Customer Voice Banking 40

CX Journey

APRIL 28, 2016

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. Solving problems creates value “The best dollars and cents come when you start to make process improvements based on feedback.

Company 80

Company Policies Feedback Communication 80

CX Journey

APRIL 5, 2017

These are essentials to ensure a successful customer experience transformation. Thou shalt listen to customers and act on their feedback. Listening to customers is, without a doubt, important to designing a great experience and to business success. Thou shalt kill bad policies and rules. Question everything.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

SEPTEMBER 3, 2018

First contact resolution (FCR) was groundbreaking in the realization that customers’ judgment of performance is the ideal orientation. However, we may still need to re-think customer care metrics in use today if we want to adopt the ideal customers’ judgment orientation.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Forrester

JANUARY 25, 2015

And those root causes lie in the customer experience ecosystem. So while many companies have programs in place to mine voice of customer, customer feedback alone is insufficient to get at root causes of bad CX because it penetrates only the top layers of the ecosystem. Voice of your employees (VoE) is. "

Customer Experience 40

Customer Experience Banking Policies Voice of Customer 40

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Collect in-app feedback to get a pulse on end-user experience. Why not have the Customer Support Manager take the lead on software? Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

CX Journey

JANUARY 22, 2016

When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. I recently wrote about the many voices of customer experience, all important to total customer understanding.

Innovation 80

Innovation Company Voice of Customer Meeting 80

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels. 5) Empower yourself.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ClearAction

APRIL 18, 2020

Customer experience innovations can occur in the solution itself, policies, processes, affinities, business models, convenience or culture — all of these affect customers’ experience. This customer intelligence is much richer than typical company-initiated voice-of-customer.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

OCTOBER 2, 2018

Or if employees believe the environment is too stuffy, consider implementing policies that make the office a more relaxed, easy-going workplace. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

How To 59

How To Social Media Employee Engagement Brands 59

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ClearAction

MARCH 24, 2017

While SPC is a valid technique, we should NOT view survey scores within a safety zone to excuse business-as-usual: we should be striving to respect customers’ time giving us feedback by continually making things better for them!

ROI 48

ROI Effort Score Customer Journeys B2B 48

SmartKarrot

JANUARY 10, 2022

Here are some of the strategies you can adopt while trying to deliver a great customer experience on a budget. Use voice-of-customer, which is almost free. This means one needs to piece together customer info across formats- surveys, reports, internet, complaints, etc.

Self Service 10

Self Service Customer Experience Customer Centricity Social Media 10

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Company 117

Company Net Promoter Score Hospitality CEM 117

OpinionLab

AUGUST 3, 2017

Customer-initiated digital feedback is a great VoC tool to determine what questions to ask as well as being a great vehicle for asking those questions. Digital feedback is VoC that tells you what to measure. A good digital VoC program will enable your customers to leave feedback in their own words.

Touchpoint 76

Touchpoint Feedback Measurement Voice of Customer 76

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. It was receiving feedback such as, ‘I’m not looking to be marketed to.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. It was receiving feedback such as, ‘I’m not looking to be marketed to.

Customer Experience 49

Customer Experience Video Sales ROI 49

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Policies 40