Use Voice of Customer (VOC) Data to Improve Customer Service

GetFeedback

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods.

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

Totango

Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn. However, that same research indicates that 97% of people said they would be loyal to a company that did listen to their feedback. And in this consumer-dominated, subscription-driven market, customer retention is critical.

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What Is Voice of Customer (VoC) and Why Is It Important?

SmartKarrot

In a subscription based business model, customers play an important role in achieving your business success. Your business is not siloed anymore and you need to integrate the opinions of all the stakeholders that participate in running your business. You are a part of a bigger ecosystem and your services and products must incorporate all the aspects of it. To understand this more thoroughly you have to consider what is Voice of Customer (VoC).

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)?

Fatal Mistakes in Voice of Customer Programs

MaritzCX

Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article

Fatal Mistakes in Voice of Customer Programs

MaritzCX

Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article

Know Your Survey: Voice of Customer and Market Research

CustomerGauge

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys. I’ve seen a lot of companies who have invested in capturing customer […].

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. Have You Surveyed Your Customers Today?

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.

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

5 Mistakes to Avoid in your Voice of Customer Program

PeopleMetrics

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well. Design is also about making the feedback experience great for the customer. Retain Customers?

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. It’s rare thanks to narrow survey questions.

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.

How to tell your Voice of Customer story with pattern discovery

Thematic

Here, we’ll give some examples of how to tell the story of your VOC compellingly to your stakeholders that you are trying to influence, to ensure you have a successful VOC programme. In any analysis, you want to look for patterns within the customer data itself.

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

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

How to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights

Wootric

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. It’s your job to analyze this data to surface opportunities for product improvement and better customer relations.

NPS 52

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 2 of 2)

MaritzCX

In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 2 of 2)

MaritzCX

In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 2 of 2)

MaritzCX

In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

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?

Voice of Customer Alone Isn’t Enough For The CX Journey

Kitewheel

Customers journeys and customer experience make a huge difference for brands. Building a great customer experience rather than is now a key marketplace differentiator. What sets businesses apart today is not price, but rather how they listen and adapt to customer needs. While there is a lot of buzz around journeys as a concept, it’s more than simple hype. How you manage customer journeys affects not only your customers but every employee in your business.

Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program

Doing CX Right

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too.

Customer Surveys Are as Important as Ever!

CX Journey

Image courtesy of m kasahara I originally wrote today's post for Clicktools. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere. The good news is that companies are listening through surveys.

Survey 133

Creating a Valuable Survey: Mistakes to Avoid

Second to None

Surveys are an efficient and low-cost method for collecting large samples of consumer data. Though creating a survey may appear to be pretty straightforward, there are countless aspects of the design process that can affect the validity of your results. The overarching goal of a survey is to collect useful data that allows one to draw conclusions, leading towards a better understanding of the customer.

Surveys Don't Sell!

CX Journey

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback. In a nutshell, two researchers conducted a field experiment among a sample of one U.S.

Survey 130

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.

Survey 113

Hear How American Express brings the voice of customer to life

Qualtrics

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more. On getting started in Customer Experience with American Express: I really wanted to get closer to the customer.

CX Pulse Infographic: Voice of Customer

Strativity

A customer-centric mentality is reflected in a company’s attitudes and behaviors. It’s presence, or lack thereof, can ultimately strengthen, or weaken, customer relationships. Our latest CX Pulse study on Voice of Customer has shown that, for the majority of customers who provide companies with their feedback via surveys, there is little to no attempt for follow-up with customers based on the feedback they provide.

Who should be using CXM Software in a Chain Store?

ServiceDock

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

Who is the Right Customer: Decisions for Managing Customer Surveys

ClearAction

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Among your decision criteria, a frequent request of your stakeholders may be: “please interview the ‘right’ customers”. Do ‘wrong’ customers actually exist?

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. OK, so let's dive in on the next installment of VoC program mistakes. What a waste of everyone's time.

10 All-Too-Common VoC Program Mistakes - Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. In this first part of a two-part series, I've outlined the first 10 common VoC program mistakes I came up with; part two will have at least 10 more. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! Looking to shorten your survey?

Do AI and text analytics bring the death of surveys?

CX Ahead

It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? The post Do AI and text analytics bring the death of surveys? Next Practice Strategy CX Network feedback next practice programme surveys voice of customer