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

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Waypoint Group

MAY 24, 2022

Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value. Let’s dive into what it’s all about, starting with allocation of resources and then some critical aspects of the process. Customer Success (CS) / Account Teams are speaking with their clients every day. Option B isn’t fiction. Where Are You Focusing?

Resources 52

Resources Sales Course Customer Success 52

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs. Is the solution known?

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

Stella Connect

MAY 11, 2017

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. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

InMoment XI

FEBRUARY 12, 2024

Through automation, processes that once required manual intervention, such as sending personalized follow-up emails, analyzing customer feedback , or triggering targeted marketing campaigns based on customer behavior, can now be executed swiftly and efficiently.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

ShepHyken

DECEMBER 27, 2022

When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience. Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Why is voice of customer so important?

Healthcare 124

Healthcare Customer Centricity Customer Voice Employee Engagement 124

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

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 493

Analytics Data Customer Experience Social Media 493

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

CloudCherry

FEBRUARY 16, 2018

Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

Beyond Philosophy

JULY 16, 2022

Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. Customer Experience Information & Resources. We produced this podcast in partnership with Attest.

Consulting 158

Consulting Survey Voice of Customer Financial 158

Storyminers

MAY 21, 2020

So you end up taking more resource out of the business, and cost cutting.”. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said. Often, they don’t have adequate resources, guidance or frameworks in place to achieve those digital transformation goals. “I

Culture 147

Culture Voice of Customer Fashion Strategy 147

ClientSuccess

NOVEMBER 22, 2021

Voice of Customer. CSMs have long been known to be the ‘voice of customers’ within an organization, and they need the correct information to ensure they’re sharing the right customer story. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Lumoa

APRIL 17, 2018

In this article, I won’t tell you how important it is to act on customer feedback ( although if you're interested, check this article on how to collect customer feedback ), but rather share with you the real cases how our companies big and small improved their business KPIs, strategies and culture once they understood the voice of the customer.

Feedback 295

Feedback Software Healthcare Training 295

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. Listen to the voice-of-customer. How often does your business respond to voice-of-customer and close the loop? Net Promoter Score in a nutshell.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

SurveySparrow

JULY 19, 2022

A Voice Of the Customer program helps you consistently deliver a better customer experience. As we enter a new era of customer experience, listening to the voice of customers is essential to competing on customer experience. How to launch a voice of the customer program (VOC) program.

Net Promoter Score 52

Net Promoter Score How To Voice of Customer Survey 52

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

Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Our solutions are developed on the basis of solid research and statistical science.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

inmoment

AUGUST 13, 2020

Limited resourcing continues to be a challenge for customer experience (CX) teams across Australia and New Zealand. Whilst customer experience teams are becoming smaller, the remit of these teams are becoming broader and more complex. Here’s how you can maximise efficiency with a small customer experience team: Democratise Data.

How To 52

How To Return on Investment Sports eBook 52

CX Journey

OCTOBER 2, 2014

I do think, though, that there''s a lot that goes into that, like making sure employees are prepared with the tools, resources, knowledge, and encouragement they need to achieve those expectations. But what about the customer experience? What about the expectations that customers have about their experience with your company.

Customer Experience 175

Customer Experience Voice of Customer Customers Customer Expectations 175

Lumoa

JANUARY 19, 2023

Dedicating time and resources to build out their customer experience isn’t just important now – it’s downright paramount for businesses who want to stay ahead of their competitors in our ever-evolving digital age. They have responsibilities of both people management and project management.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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

Beyond Philosophy

JANUARY 12, 2022

16:07 We hear a story about iRobot, which inspired Goebel’s article and fueled his fascination for what was possible with the VoP from a customer service perspective. 20:23 Ryan and Goebel discuss how the Voice of Customer and the VoP can work together to provide lots of valuable insight and facilitate faster response times.

Consulting 78

Consulting Voice of Customer Financial Trends 78

Storyminers

JULY 29, 2018

So you end up taking more resource out of the business, and cost cutting.”. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said. In other words, keep things the same, give me more of my return.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

CX Centric

APRIL 4, 2023

Effectively Leadership is a critical success factor in any customer-centric transformation. It begins with an acknowledgement and respect for the importance of the Customer Experience, signified by budget and resources allocated to Customer Experience improvement activities. When it comes to leadership.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

OpinionLab

SEPTEMBER 9, 2016

The missing ingredient: Real-time Voice of Customer. While the six best practices highlighted here can help you to build an effective customer journey map, incorporating your Voice of Customer into your analysis and taking action on this can elevate it to the next level.

Customer Journeys 60

Customer Journeys How To Voice of Customer Multi-Channel 60

Totango

MARCH 10, 2020

Always be prepared to speak to your customer of the next phase of their growth and development, and have a range of resources on hand to push them along, including. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. Training materials.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

Storyminers

JULY 29, 2018

So you end up taking more resource out of the business, and cost cutting.”. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said. Often, they don’t have adequate resources, guidance or frameworks in place to achieve those digital transformation goals. “I

Culture 100

Culture Voice of Customer Fashion Strategy 100

Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! Why a traditional Voice of Customer program won’t help with digital transformation. We get all the feedback we need.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Second to None

SEPTEMBER 27, 2018

Pinning down the results to uncover these problem areas can have a tangible impact on the experience you provide, thus influencing more consistently satisfied customers. Often these are easily fixable problems, like providing enhanced resources to specific stores that are experiencing problems.

Retail 69

Retail Measurement Brands Omni-Channel 69

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75