Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. Also, there are reports that between 80-85% of information a business uses is in unstructured form. Why Is VoC Important?

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

InteractionMetrics

JUNE 19, 2020

Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” When it comes to verbatims, the root of the problem is that in the same way customer experiences are varied and complex, comments are messy and unpredictable.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

SurveySensum

MARCH 3, 2022

Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

InteractionMetrics

MAY 28, 2019

Qualtrics, the dominant survey software platform defines Customer Listening as, “a term that describes your customer’s feedback about their experiences”. That definition (while prevalent among customer feedback discourse) omits the crux of what Customer Listening is. Now, on to the 5 standards….

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

SurveySensum

APRIL 12, 2022

There are multiple customer experience platforms out there. You can create feedback surveys, monitor the responses, design workflows, and assess the quality of the customer experience. Qualtrics lets you analyze customer needs and understand their expectations. Qualtrics and Medallia are the two of them.

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

Execs In The Know

MARCH 4, 2022

Enter customer journey analytics: a solution that eliminates data silos and combines otherwise segmented data to empower marketers to improve the customer experience throughout the entire customer journey, from end to end. Definition of Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98