Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. This means breaking the barriers around IT, CRM, digital marketing, branding, sales, customer service, and e-commerce. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. How you approach CX and VoC will vary depending on your business context. CX metrics and KPIs. So what do you need to get started developing a customer satisfaction strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC B2C Social Media Voice of the Customer 98

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. LinkedIn : [link] /. Website : [link]. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. But, NPS can also be misleading if it's not a part of a more comprehensive VoC program amongst other measurement tools and metrics and ideally this VoC program to be part of a complete " Market Information System ". Leaders need a toolbox to see the entire picture."

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI. There are variations for B2B and B2C organizations, between specific industries, and even between regions.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40