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? You get what you ask for.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

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? You get what you ask for.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. It’s tempting to start with VoC.

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

AUGUST 21, 2016

What was so different, compared to nearly everyone managing customer experience today, was this: in our customer experience measurement program, VoC took a front seat to informing us about customers’ realities, but VoC took a backseat to monitoring our progress, in favor of tracking what we were doing about it!

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

Lumoa

FEBRUARY 9, 2023

By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth. Additionally, customer-generated content can be used to build customer loyalty by highlighting customer stories and recognizing customer achievements.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! It’s a CXM system connected with business results. It stems the tide of negative word-of-mouth. It makes up for sloppy management throughout your enterprise. I love it. I just wish I would have used it before.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114