Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

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VOC VOE Close the Loop Voice of the Customer 52

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? Top 11 voice of the customer tools in 2022.

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Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Lumoa

JANUARY 24, 2024

Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC. This means not just listening but also interpreting and acting on what customers are communicating.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Let's focus on surveys as the feedback channel.

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Close the Loop VOC CEM Start-ups 50

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

PeopleMetrics

FEBRUARY 25, 2022

Define the specific experiences, touchpoints, or "moments of truth" in your customer journey that you want to learn more about and improve. Measure your performance using customer surveys. What do customers think about the current state of the experience or touchpoint? Voice of Customer (VoC) or customer listening.

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CX Net Promoter Score Customer Experience Touchpoint 71

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

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Customer Journey Map CX Start-ups Close the Loop 105