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)?

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. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses.

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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 problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. The true power of VOC is action. Customer Experience Management.

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? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Is this the fault of the customer-facing staff?

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted

StellaService

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

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. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer. We believe the fuel that powers the world’s most exceptional products is customer experience. for better customer experienc

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. 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. So why is it that two-thirds of VoC programs aren’t making a difference? 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. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

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.

Value Chain Solution to VoC ROI

ClearAction

Value Chain Solution to VoC ROI Lynn Hunsaker. 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. Value chain thinking is extremely valuable in customer experience management. That is what customers reward.

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5 Radical Changes to VoC of the Future for ROI Maturity

ClearAction

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?

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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.

Short Video: ROI on Customer Feedback Matters in B2B Companies

Waypoint Group

In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group. Customer Success TopBox Video Voice of Customer (VoC) B2B Net Promoter NPS ROI voc voice of customer

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Illustrating the ROI of CX

Second to None

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Yet there is an increasing amount of research that illustrates the validity of CX investments.

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Illustrating the ROI of CX

Second to None

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Yet there is an increasing amount of research that illustrates the validity of CX investments.

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The Economics of the Customer Experience

CX Journey

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?” How can I show ROI for my executives?

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.

Customer-Centric Voice of the Customer

ClearAction

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. Customer-Centric Examples.

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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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. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity.

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Case Example: Accelerating Growth by Listening to Customers

Waypoint Group

Capturing the Win: A Conversation about Actively Listening to Customers. Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships. For us, that’s the biggest driver of retention.” missed customer expectations).

Are you making this critical connection with your customers to strengthen relationships and drive loyalty?

Waypoint Group

Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” The key to scalably accelerating profitable growth is by creating truly loyal customers. Do you really think of this as loyalty?

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.

Does Your B2B Feedback Program Save 46 Accounts in 3 Months?

Waypoint Group

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. Using TopBox, Paul and his team have been able to achieve amazing results in a short period of time.

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? All of the rational factors to be made get muddled with emotional meddlers like pride, hubris, and daring blended with apprehension, worry, and fear. Here are some of the factors we weighed, considerations we batted around, and decisions finally made. Could some of our everyday dress or our behavior offend?

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How To Consistently Create Loyal Customers

Second to None

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them.

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. The success of the Association rides on its members.

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Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come

Waypoint Group

Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and instilled practices that were proven to reduce fires in the first place. Franklin’s efforts included the establishment of training, standardized equipment, regular fire companies, and new prevention methods including better utilization of chimney sweeps.

G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)

Wootric

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. “In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. The fact that we have garnered stellar reviews from our customers throughout this process is a testament to our culture of customer-centricity.

B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM

Waypoint Group

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Feedback-driven product update and improvement process improves product adoption and utilization. Seeking trustworthy feedback. This is about feedback.

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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Create An Experientially-Influenced Business Strategy

Second to None

Providing value to customers beyond the product or service you are selling is important to establishing a leading Customer Experience platform. By converting these channels into experiential destinations, you are proving to your customers that your relationship goes beyond simply being transactional. However, proving the return on investment of experiential isn’t as cut and dried as tracking the click-through rates of your online ads.

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How to Alert Stakeholders to Customer Feedback Trends using Watchlist Reports

Wootric

You can get similar, automated alerts when it comes to Voice of the Customer data. As a CX practitioner, you probably log in to your customer feedback management platform periodically to make sure there are no fires to put out. If this process is taking up your time, here’s how watchlists in the Wootric platform can automate it for you: #1 Alert service location leaders to local trends in customer feedback. 3 Monitor NPS Trends by Customer Segment.

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New Wisdom for Voice of the Customer

ClearAction

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. has taken on a life of its own, and it's all-consuming.

How to Get the Product Team To Build the Right Enhancements?

Waypoint Group

Meanwhile, my Customer Success Managers spend more and more time dealing with product performance (speed) issues. The right product-roadmap is probably a balance, but the product team isn’t understanding the impact of our product’s poor performance on our ability to retain customers. Here’s my take… which of these 2 options (or are there other options?) What would it be worth if the percentage of Promoters (happy customers) improved by 10%?

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. Many companies collect customer feedback, but very few act on what they hear.

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Why Selling to Businesses Changes the CX Game & What You Need to Know to Win

Waypoint Group

B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players.

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