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Use Voice of Customer (VoC) Data to Improve Customer Service
GetFeedback
JANUARY 3, 2019
Learn how to use Voice of Customer (VOC) data to listen to your customers and optimize your customer service experience across all support channels.
Voice of Customer Related Topics 
Use Voice of Customer (VOC) Data to Improve Customer Service
GetFeedback
JANUARY 3, 2019
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.
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What is Voice of Customer and How Can You Leverage It?
Totango
JUNE 4, 2019
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. What is Voice of Customer?
How Does a Voice of Customer (VoC) Program Work?
MaritzCX
APRIL 16, 2019
What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here.
The Many Voices of Customer Experience
CX Journey
JULY 9, 2015
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? There are many voices that are key to total understanding.
The Many Voices of Customer Experience
XMplify
MAY 22, 2020
There are many more voices that can contribute to our understanding of customer experience than most organisations realise - all of them have a role to play in understanding Customer Experience
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Fatal Mistakes in Voice of Customer Programs
MaritzCX
MARCH 20, 2013
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.”
CX 360: How to Align Voice of Employee with Voice of Customer Programs
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers.
Make Your Voice of Customer Program Actionable
Pointillist
JULY 5, 2019
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.
How & why to restart your Voice of Customer program
Thematic
NOVEMBER 13, 2018
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)?
Benchmark Your Voice of Customer Program (Part 1 of 4)
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide.
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Benchmark Your Voice of Customer Program (Part 1 of 4)
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide.
Voice of Customer Matures, But…
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
Voice of Customer Matures, But…
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
Voice of Customer Matures, But…
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
Free your mind: Voice of Customer
OpinionLab
MARCH 12, 2015
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 true power of VOC is action.
Fatal Mistakes in Voice of Customer Programs
MaritzCX
MARCH 20, 2013
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
MARCH 20, 2013
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
CX 360: How to Align Voice of Employee with Voice of Customer Programs
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers.
Benchmark Your Voice of Customer Program (Part 1 of 4)
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article
How to Drive Voice of Customer Insights Company-wide: 3 Steps
ClearAction
DECEMBER 28, 2016
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?
5 Mistakes to Avoid in your Voice of Customer Program
PeopleMetrics
MARCH 30, 2017
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. Retain Customers?
Know Your Survey: Voice of Customer and Market Research
CustomerGauge
APRIL 20, 2017
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.
The Limits of Voice of Customer Intelligence
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
The Limits of Voice of Customer Intelligence
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
The Limits of Voice of Customer Intelligence
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
How REST Revitalised its Voice of Customer Program
MaritzCX
NOVEMBER 16, 2017
From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.
Introducing the Allegiance Voice of Customer (VoC) Program Effectiveness Assessment Tool
MaritzCX
APRIL 8, 2014
The leaders we talk with often ask how good their voice of customer (VoC) programs are and how they compare to those of other firms. Those are natural questions. To help answer them, we created a new VoC Program Effectiveness Assessment.
VoCFusion 2013 – World’s Largest Voice of Customer Event
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.
VoCFusion 2013 – World’s Largest Voice of Customer Event
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver
VoCFusion 2013 – World’s Largest Voice of Customer Event
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver
How To Drive Action With Your Voice of Customer Program
Chattermill
AUGUST 6, 2019
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. Voice of Customer. Nurture a Customer-Centric Culture.
How To Drive Action With Your Voice of Customer Program
Chattermill
AUGUST 6, 2019
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. Voice of Customer. Nurture a Customer-Centric Culture.
Why Only 15% of Voice of Customer Programs are “Very Successful”
ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. So why is it that two-thirds of VoC programs aren’t making a difference? VoC reports do not speak the language of managers. Voice of Customer
Announcing VOCi; Voice of Customer ‘Intelligence’
MaritzCX
DECEMBER 6, 2010
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
DECEMBER 6, 2010
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
DECEMBER 6, 2010
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
How Voice of Customer (VoC) Programs Really Deliver ROI
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
How Voice of Customer (VoC) Programs Really Deliver ROI
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
How Voice of Customer (VoC) Programs Really Deliver ROI
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
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