Alida

NOVEMBER 10, 2021

In such a highly competitive industry, retailers can’t afford to miss the mark, but J.Crew has uncovered the key to navigate the retail landscape—by putting customers first.

Voice of Customer 246

Voice of Customer Retail Customer Experience Customer Centricity 246

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 221

Voice of Customer Analytics Social Media How To 221

Thematic

JULY 14, 2025

Voice of customer research powers a continuous feedback engine, delivering insights that drive smarter roadmaps and happier customers. Contents What Is Voice of Customer Research? Voice of Customer research is the systematic process of capturing and interpreting what your customers say, feel, and do.

Voice of Customer 62

Voice of Customer Handbook How To Customer Journeys 62

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. " But something was still missing.

Voice of Customer 62

Voice of Customer NPS Analysis B2B 62

Alida

AUGUST 24, 2021

There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple.

Voice of Customer 246

Voice of Customer Consumers Customers Entertainment 246

InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.

Voice of Customer 195

Voice of Customer Financial Customer Centricity Guidelines 195

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

Thematic

MAY 28, 2025

Every business says they care about their customers, but how do you prove it? One way is by actively listening to the voice of customer and doing something with what you hear. A structured voice of the customer process matters because it turns scattered feedback into real improvements.

Voice of Customer 62

Voice of Customer Analysis Net Promoter Score Feedback 62

NICE inContact

DECEMBER 12, 2021

Imagine having a gold mine in your yard and never venturing out to dig up some nuggets.

Voice of Customer 229

Voice of Customer How To Customers Contact Center 229

InMoment XI

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. View Article.

Voice of Customer 150

Voice of Customer Consulting Feedback Customers 150

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 150

Voice of Customer Data Customer Service Customers 150

Thematic

APRIL 29, 2025

If you work on a Voice of Customer (VoC) team, you already know the drill: feedback is everywhere. There’s no shortage of voices. And since the emergence of LLMs and tools for AI-powered analysis Voice of Customer can now unify unstructured data within this framework.

Voice of Customer 62

Voice of Customer Data Handbook Analysis 62

eglobalis

JUNE 17, 2025

Segment) Voice-of-customer platforms (Qualtrics, Medallia and many others) …ensures that intent is matched with user history, data, feedback, and segmentation. Step 4: Connect Data Systems for End-to-End Context [link] Intent models require a unified data environment.

Customer Journeys 316

Customer Journeys Insurance Case Study Abandon Rate 316

InMoment XI

MARCH 14, 2023

That is probably the most significant lesson in our voice of customer journey: relationships can drive so many other factors in your business, and if you miss the boat, you are going to miss your customer. Peggy: That has been one of the most significant values of our voice of customer program.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

eglobalis

DECEMBER 11, 2024

Involving Customers in Experimentation Involving customers in the experimentation process is crucial for gaining authentic insights and fostering loyalty.

Customer Journeys 389

Customer Journeys Effort Score Omni-Channel Social Media 389

Kapta Customer Success

DECEMBER 6, 2021

HubSpot emphasizes the importance of this approach: According to research by Qualtrics, offering a strong customer experience is all but guaranteed to improve your sales. You can do this with a Voice of Customer (VOC) strategy. 94% of consumers report that they are likely to purchase more from a company with "very good" CX.

Voice of Customer 97

Voice of Customer Net Promoter Score Report Sales 97

CX Journey

JUNE 11, 2025

Map the Experience To The Promise Map the customer journey to identify the gaps between what you say and what they experience. ( Use Voice of Customer (VoC) data to guide where promises are broken and to prioritize fixing the gaps, especially at the key moments of truth.

Brands 264

Brands Customer Experience Customer Journeys Leadership 264

Zonka Feedback

AUGUST 12, 2021

In a hyper-competitive world, the key to business success is your ability to deliver excellent experiences and retain customers. How you listen to the voice of customers, understand customer issues, and resolve them makes all the difference in helping you stand out of the crowd.

Voice of Customer 98

Voice of Customer Feedback Customers Customer Experience 98

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? Instead, the goal should be to collect the data that matters.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Company 369

Company Social Media Return on Investment Travel 369

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? How do you collect VoC data?

Analysis 396

Analysis Data How To Customer Centricity 396

Alida

DECEMBER 15, 2022

Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program.

Voice of Customer 130

Voice of Customer Customers Customer Experience 130

Zonka Feedback

JULY 26, 2021

Companies that excel at delivering great customer experiences drive revenues 4% to 8% higher than that of their market, according to Bain & Company. No wonder big brands like Amazon, American Express, Indigo, and others are always talking about customer experience.

Voice of Customer 98

Voice of Customer Customers Brands Customer Experience 98

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

Kapta Customer Success

DECEMBER 13, 2021

Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well.

Voice of Customer 98

Voice of Customer Management Software Customer relationships 98

eglobalis

MAY 13, 2025

Implications for CX teams: B2B CX teams should expand their definition of feedback to include all customer signals, not just survey answers. This likely means investing in text and voice analysis capabilities. Modern Voice-of-Customer platforms or add-ons can transcribe calls and apply sentiment scoring automatically.

B2B 310

B2B Survey Multi-Channel Effort Score 310

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Assignment & ownership.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Experience Investigators by 360Connext

APRIL 15, 2025

In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation. The real challenge?

Leadership 143

Leadership Voice of Customer Metrics Customer Experience Management 143

InMoment XI

SEPTEMBER 13, 2022

It is ultra important to the success of Foot Locker and the happiness of their consumers to be an actively listening company that prioritizes the voice of customer at the highest levels of the organization. And that means giving customers the most varied and innovative opportunities to leave feedback.

Innovation 370

Innovation Sports Tips Video 370

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

InMoment XI

JUNE 6, 2025

Going beyond post-call surveys with conversational intelligence While post-call surveys provide valuable insights, they capture only a fraction of the customer experience. Conversational intelligence offers a more comprehensive view by analyzing 100% of customer interactions across channels.

Survey 195

Survey Net Promoter Score Effort Score Omni-Channel 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 490

Strategy Customer Experience Net Promoter Score Customer Centricity 490

Thematic

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Doing CX Right

FEBRUARY 16, 2025

Are you losing customers without knowing why? In this episode, Stacy Sherman and Tzachi Ben-Sasson explore how Voice of Customer programs help businesses retain customers, boost loyalty, and drive long-term revenue growth.

Voice of Customer 59

Voice of Customer Customers Loyalty 59

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62