The Many Voices of Customer Experience

CX Journey

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.

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 true power of VOC is action.

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.

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? Is this the fault of the customer-facing staff?

CX 360: How to Align Voice of Employee with Voice of Customer Programs

MaritzCX

According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers.

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. Blog customer engagment CXUPDATE infographic voice of customer

Benchmark Your Voice of Customer Program (Part 1 of 4)

MaritzCX

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

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

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.

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. 3 Types of Customer Experience Action Essential to ROI.

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

How REST Revitalised its Voice of Customer Program

MaritzCX

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.

The truth about using Root Cause Analysis with Voice of Customer data

ForeSee

As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. The post The truth about using Root Cause Analysis with Voice of Customer data appeared first on ForeSee. Insights Measurement & Analytics Retail Uncategorized customer data RCA Root Cause Analysis Voice of Customer data

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. Retain Customers?

Benchmark Your Voice of Customer Program (Part 1 of 4)

MaritzCX

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

The Limits of Voice of Customer Intelligence

MaritzCX

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

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.

Introducing the Allegiance Voice of Customer (VoC) Program Effectiveness Assessment Tool

MaritzCX

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.

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VoCFusion 2013 – World’s Largest Voice of Customer Event

MaritzCX

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

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

Our Award-Winning Voice of Customer Technology: Present and Future

ForeSee

Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services.

How Voice of Customer (VoC) Programs Really Deliver ROI

MaritzCX

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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How Voice of Customer (VoC) Programs Really Deliver ROI

MaritzCX

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.

ROI 100

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

Voice of Customer Lessons Learned at the 2015 Answers Summit

ForeSee

ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. You basically get an inside look of various marketing departments and how they make decisions.

Voice of Customer + Gamification, the Unbeatable Duo

Customer Interactions

The same is true for your voice of customer program Superheroes are saving the world on big screens everywhere this summer. And if summer blockbusters prove anything, it’s that a superhero is nothing without a dynamic sidekick.

Introducing the Allegiance Voice of Customer (VoC) Program Effectiveness Assessment Tool

MaritzCX

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. It has some basic similarities to other self-assessments out there, in that it gives. View Article

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Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics

ForeSee

Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company.

The Impact of “Big Data” on Voice of Customer

MaritzCX

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior

The Impact of “Big Data” on Voice of Customer

MaritzCX

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior

Adding value with contextualised Voice of Customer

Customer Interactions

For me, the unique value of consulting services supporting CEM software is the ability to distil huge quantities of customer data into the ‘so what’ that drives progressive business change around the Voice of the Customer. NICE Fizzback has 8 years of experience in mining swathes of customer feedback to produce the actionable and succinct recommendations that can bring a CEM program to life.

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Case Study: ForeSee Connects T-Mobile to Multichannel Voice of Customer

ForeSee

Your customers don’t stick to one contact channel. Neither can your customer experience analytics. That’s why T-Mobile partners with ForeSee to capture Voice of Customer across its web, mobile and. Case Stories Customer Experience Analytics Multichannel

Q: What do The Matrix, Princess Bride, Elephants, and Snakes have to do with Customer Success?

Waypoint Group

A: They all articulate the challenge of Business-to-Business work. Here’s the issue : B2B professionals must be cautious when using the word “customer.” There is no “customer” in B2B, and using that word only creates confusion.

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 1 of 2)

MaritzCX

It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” ” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. “Data driven predictions can succeed—and they can fail. Modern. View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 1 of 2)

MaritzCX

It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” ” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. “Data driven predictions can succeed—and they can fail. Modern. View Article

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).

Accelerating profitable growth: How to tip the scales in your favor

Waypoint Group

Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating profitable growth is through customer loyalty. Of course there […]. I’m going to get a bit snarky.