Lumoa

JUNE 30, 2022

The research on customer experience value speaks for itself: Research from Dimension Data reports that 84% of companies who invest in customer experience report seeing an increase in revenue and 92% of them see an increase in customer loyalty. Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

VOC 97

VOC Voice of the Customer B2B CX 97

Customer Think

FEBRUARY 25, 2023

Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy—providi. I originally wrote today’s post for NICE Ltd. It appeared on their site on December 8, 2022.

VOC 62

VOC Voice of the Customer CX Customer Experience 62

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. Obviously, businesses wouldn’t exist without them!

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

ClearAction

NOVEMBER 3, 2017

This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements. Go beyond traditional VoC.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

Shep Hyken

DECEMBER 13, 2021

Here’s how I see social media shaping up in 2022, along with what strategies marketers should develop for a complete customer experience. My Comment: I haven’t included an article on VOC in quite a while, so let’s fix that. When the customer speaks, listen! That’s a version of a VOC (Voice of the Customer) program.

Social Media 74

Social Media Customer Service VOC Retail 74

Customer Think

NOVEMBER 11, 2022

Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure.

VOC 52

VOC NPS Voice of the Customer Customer Loyalty 52

PeopleMetrics

JANUARY 29, 2014

What isn’t debatable is the value of coaching in customer interactions. According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance. How about a game of one-on-one?

VOC 96

VOC Sports Voice of the Customer Case Management 96

Beyond Philosophy

OCTOBER 29, 2015

The VOC is the Key. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a. How are you listening to the VOC with your brand?

VOC 154

VOC Customer Experience Education Voice of the Customer 154

PeopleMetrics

APRIL 12, 2017

For this reason, we're going to dig deeply into the various aspects of continuous, non-anonymous customer feedback programs. We'll also go over customer experience management solutions, including Voice of the Customer programs. customer satisfaction) lead to more referrals? What’s an Outcome Measure?

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Interesting Links.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

Lumoa

AUGUST 25, 2020

Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Listen to your customers.

Customer Service 83

Customer Service Customer Experience Net Promoter Score VOC 83

Execs In The Know

APRIL 14, 2022

Is Your Voice of the Customer Data Failing to Deliver Change? During this panel, Concentrix’s Marc Mandel led an in-depth discussion about maximizing Voice of the Customer (VoC) data, touching on survey design and deployment, strategies for VoC data use, and techniques for turning customer feedback into action.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Confirmit

NOVEMBER 28, 2017

Virgin Money is a financial services company which offers a range of products to customers across the UK. Their company-wide Voice of the Customer program covers all products, channels and key stages of the customer lifecycle at a number of touchpoints, including website, store visits, contact center and post-purchase.

VOC 40

VOC Contact Center Voice of the Customer Touchpoint 40

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

1 to 1

MARCH 15, 2013

There's no question that executive support can make or break a voice of the customer program. With an executive (or several) on board, VoC teams can get the funding and tools that they need to succeed. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

VOC 37

VOC Voice of the Customer Customer Loyalty Customer Service 37

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. Be sure to test and refine your campaigns before launching them.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

1 to 1

MARCH 20, 2014

Are you looking for a vendor or vendors to support your voice of the customer (VoC) program? Or are you reviewing your current VoC vendor(s)? Customer Engagement Customer Experience Customer Loyalty Voice of the Customer forrester voc vocvendormarket voiceofthecustomerprogram'

VOC 33

VOC Voice of the Customer Customer Loyalty Customer Experience 33

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

1 to 1

APRIL 12, 2013

Voice of the customer data is alluring. Once you start to collect customer feedback, there''s always something more you could be gathering. What else are customers saying and thinking? Customer Experience Customer Loyalty Voice of the Customer customerlistening forrester outsidein voiceofthecustomer'

VOC 37

VOC Voice of the Customer Customer Loyalty Customer Feedback 37

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet. Co-innovation — joint product development efforts with customers.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

Callminer

AUGUST 6, 2019

.” – Aimee Lucas, Four Steps for Making Your Customer Insights Users Successful , LinkedIn; Twitter: @Aimee_Lucas. Call center software should be paired with a good Voice of the Customer solution. Finding the right VoC platform is crucial if you want to successfully improve your service.

Contact Center 140

Contact Center VOC Social Media AI 140

ClearAction

NOVEMBER 5, 2017

This is your blueprint for customer-centric culture. In fact, instead of starting off your customer experience strategic planning with voice-of-the-customer targets and methodologies, you’ll gain more value by starting off with defining what’s needed from every part of your company to consistently deliver your brand promise.

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

SurveySensum

APRIL 5, 2022

It offers you a text and sentiment analysis tool that helps you identify the customer sentiments and the top complaints so that you can resolve their issues to enhance the customer experience. You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints. Customer Feedback.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet. Co-innovation — joint product development efforts with customers.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

ClearAction

DECEMBER 31, 2016

Your offering can take the winner’s stand in this path by creating a hand-in-glove sensation for customers. Repurchase and engagement are natural when you help customers achieve their aim. Customer Loyalty/Retention — resolve to earn trust. Voice of the Customer — resolve to drive action company-wide.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

ClearAction

MAY 24, 2016

High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. Customer Experience Enablement at GE. Customer Experience ROI Opportunities in B2B Touchpoints.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Fonolo

NOVEMBER 17, 2020

.” These agents are able to take on a range of responsibilities and engage with customers across multiple channels, resulting in operational efficiencies, increased customer loyalty, and higher sales. Voice of the Customer (VOC). 360-Degree Customer View. Call Center Analytics.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. We want to feel proud of the work we're doing, and we want to feel and look good while doing it. #CX

CX 57

CX Hospitality Hospitality VOC 57

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Customer experience management , as it should be managed, is alignment of the company to customers.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Provide Support

OCTOBER 7, 2015

If a fix is implemented, no one but the customer will judge better of its efficiency. It is important to listen to the voice of the customer not only to increase their satisfaction, because yes, they do like to be heard, but also to evaluate how different parts of the customer service system are functioning and if they need any adjustment.

Customer Service 86

Customer Service Social Media VOC Customer Feedback 86

Execs In The Know

DECEMBER 6, 2021

If both experience data sets are leveraged together, the advantages are far-reaching and can generate a significant impact on agent engagement, frontline team effectiveness, customer loyalty, operational efficiencies, product/service innovation, and future revenue. Interested in learning more?

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

If both experience data sets are leveraged together, the advantages are far-reaching and can generate a significant impact on agent engagement, frontline team effectiveness, customer loyalty, operational efficiencies, product/service innovation, and future revenue. Interested in learning more?

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

JUNE 10, 2018

Voice of the Customer data silos is a common business challenge. But feedback silos represent a fairly new phenomenon, and they make it impossible for your organization to get a clear, holistic view of the customer experience. All Industries Voice of the Customer Voice of the Employee Market Research Factsheets.

Voice of the Customer 40

Voice of the Customer VOC Voice of the Employee Customer Loyalty 40

Zendesk

MARCH 31, 2021

How to get customer feedback. Now, we’ll discuss how to get customer feedback. Three of the most common ways are by sending customer surveys, building a community forum, and rolling out a Voice of the Customer program. Send customer surveys. There are good customer surveys and bad customer surveys.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

CSAT.AI

APRIL 5, 2023

Customer Experience (CX) : Customer opinion of experience with a brand Customer Journey: The path a customer takes whether in a single purchase or across the entire experience from potential customer to customer to long-term loyalty.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97