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)?

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?

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

StellaService

Your voice-of-customer (VoC) data collection program is an engine. 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?

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.

Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. Find the right balance for your customers to deliver helpful feedback.

Webinar: The Experience Economy – Customer Data, VoC and Closing the Feedback Loop

CSM Magazine

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. Sign up for the free webinar “Welcome to the Experience Economy” to find out. Customer Service Articles

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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Webinar Invitation: Stop Annoying Me – FATAL Mistakes in VOC Programs

MaritzCX

The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs

Webinar Invitation: Stop Annoying Me – FATAL Mistakes in VOC Programs

MaritzCX

The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs

Webinar Invitation: Stop Annoying Me – FATAL Mistakes in VOC Programs

MaritzCX

The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs

Act on What Your Customers Tell You!

CX Journey

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. I look forward to hearing your thoughts and feedback, as always.

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.

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 success of the Association rides on its members. The following is an overview of the six domains.

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September News: The Best Offensive Strategy is a Customer-Centric One

Strativity

Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. Making Customer-Centric Strategies Take Hold. Passion.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. I would like to start introducing our speakers for today’s webinar.

How CX Delivers Business Value

Verint

In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. Omnichannel interactions and the emergence of digital mobile as a preferred consumer engagement channel have added complexity and risk to CX initiatives and corresponding business value.

A CX Program Playbook for Customer Insights Professionals

Wootric CX Blog

In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a Customer Insights professional. Here are some of David’s main points.

How Best to Create a B2B Customer Survey

ChurnZero

You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. The most crucial part of creating a survey is to consider what results you are anticipating.

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Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful.

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Customer Success Week 2015 is Almost Here

Waypoint Group

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. Let us know if you plan on attending any of these events, hope to see you there!

Understanding the Real Impact of Improving Customer Retention

ChurnZero

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. How to measure the impact of churn on your company. You Mon: I’m not a huge fan of LTV.

Expert Tips from Customer Success Leaders

ChurnZero

RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team. Upcoming Webinar.

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Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall 

Vision Critical

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy.

8 Customer Success Blogs Every Key Account Manager Should Read

Kapta

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Yet, it’s easily one of the most important elements to the growth of your company. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand.

What Does Good Customer Service Look Like?

HGS

What Does Good Customer Service Look Like? The webinar theme revolved around the art and science of improving how today’s customers interact with businesses. Not surprisingly, 92% of our audience responded with a resounding, “Yes.” Customer Experience.

How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? It’s all about customer-centricity.

Customer Success for On-Premise?! Yes, but…

CSM Practice

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs.