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 71

Voice of Customer Effort Score ROI Metrics 71

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

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. HubSpot found that companies with a customer-centric mentality are 60% more profitable. Let tools help you prove the value of your CX investment.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Talk about a return on investment. The most common cause?

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Seaton CX

MAY 16, 2024

If you want buy-in for customer experience initiatives , then involve your stakeholders in the customer journey mapping process. By the time we present the journey map, the stakeholders are saying, “Yes! This resonates with what we heard from customers.”

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

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

ERDM

JANUARY 22, 2019

The chat agent can tell many things about the customer by simply observing the colour of the avatar, what badges it is wearing, its position in the mock store and even its facial expression. If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented.

Customer Experience 53

Customer Experience Video Sales ROI 53