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


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


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.

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How & why to restart your Voice of Customer program


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)?

How to Make the Most of Customer Experience Feedback


Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. Customer experience is going to become the key battlefield in this consumer-dominated, subscription-driven market.

Who should be using CXM Software in a Chain Store?


One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation. Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience Voice of Customer

Hear How American Express brings the voice of customer to life


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.

Adding value with contextualised Voice of Customer

Customer Interactions

For me, the unique value of consulting services supporting CEM software is the ability to distil huge quantities of customer data into the ‘so what’ that drives progressive business change around the Voice of the Customer. NICE Fizzback has 8 years of experience in mining swathes of customer feedback to produce the actionable and succinct recommendations that can bring a CEM program to life.

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


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.

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.

5 Real Cases How Customer Feedback Influenced Business KPIs


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.

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.

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.

Why customer feedback is critical for digital transformation in 2020


Digital transformation is one of those terms that has been taking the corporate world for the past years. In this article, we’ll look at some of these examples. The one resource that all companies (both tech and non-tech) already have is customer feedback.

The true cost of not understanding customer feedback


To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . note-taking app full of my notes only works when I’m online! This meant that for the majority of the next 36h I won’t have access to my notes. . Six areas of risk when feedback is ignored.

What to Look For in Your Customer Feedback System


Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. Defining customer feedback. Technology has expanded the ways in which feedback is generated, captured, and collected.

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


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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Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It


Simply put, communication is the next make-or-break element of a successful VoC program. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Once customer feedback via VoC begins to roll in, you are not done!

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


A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). businesses that adopt omnichannel CX strategies achieve 91% better year-over-year retention rates ( Aspect Software ).

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.

Voice of the Customer – Gain Valuable Insights From Customer Feedback


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?

Short Video: ROI on Customer Feedback Matters in B2B Companies

Waypoint Group

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA). 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.

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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.

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! It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software.

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.

Meet Your New CS Team Member: TopBox

Waypoint Group

There were no B2B customer success technology vendors in the market that could offer our account-level insights and relationship reporting. So we took it upon ourselves to encapsulate our years of industry experience and answer that need: we are proud to announce the creation of TopBox !

What to Look For in Your Customer Feedback System


Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. Defining customer feedback. Technology has expanded the ways in which feedback is generated, captured, and collected.

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

Waypoint Group

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Feedback-driven product update and improvement process improves product adoption and utilization.

The Metrics Before the Storm

CX Journey

Image courtesy of Jessica Today I''m pleased to present a guest post by Sabrina Bozek. Don’t be weathered by the prep at first, Customer feedback can navigate the worst. So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. Chances are, you already have the data just by simply running a voice-of-customer initiative!

3 Methods To Create A Memorable Brand Experience

Second to None

Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Consumers experience such a vast amount of communication and information constantly in modern society, and any way that your brand can stand out in the mind of your consumers can be essential to your brand’s retention rate. on April 6, 2018: “ A business without customers is like a boat on dry land.

Perfect These Three Things To Curate A Great Customer Experience

Second to None

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance. That suitcase had all of my business attire in it, and it was too late to go back and get it.

How to Alert Stakeholders to Customer Feedback Trends using Watchlist Reports


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.

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Create A High-Performance Customer Engagement Platform

Second to None

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. Brands in any industry can benefit by creating a platform that encourages return customers, and one key aspect of doing so is establishing clear moments along the customer journey meant to increase levels of engagement before, during and after purchase.

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


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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How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program


To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in. Identify the main quality of service improvement areas.

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8 Questions to Ask Voice of the Customer Vendors


Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A deep understanding of customer measurement (e.g.,

Wootric Named “Notable Vendor” in Gartner’s Market Guide for Voice-of-the-Customer Applications

Wootric CX Blog

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report.

CEMs vs. CRMs (And Why You Need Both)


Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. or not, why do customers return. P.S. What did you think of this blog post? Customer Experience Customer Experience Management Software

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6 Voice of the Customer Best Practices You Should Implement


Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience.

Improving Customer Experience is Faster, Easier with the Wootric-Segment Integration

Wootric CX Blog

No industry is exempt from the need to deliver superior customer experience, and none more so than the highly competitive technology sector. Improving customer experience requires listening to customers and incorporating their data and their feedback into your CX strategy.

10 Things Every SaaS Business Should Know About Net Promoter Score

Wootric CX Blog

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Here’s a look at how you can customize segments in Wootric.