Callminer

AUGUST 6, 2019

A vendor that cannot give you this simple request may be hiding something.” – Nestor Gilbert, Call Center CRM Software – How to Choose the Right Fit , Finances Online; Twitter: @Financesonline. Decide if you need interactive voice response (IVR). The best VoC technology should also be able to integrate seamlessly.

Contact Center 140

Contact Center VOC Social Media AI 140

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. Request a Demo for Free.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

ClearAction

MAY 29, 2016

Experiential marketing and loyalty marketing as brand strengtheners have evolved Marketing’s historical emphasis from customer acquisition to a greater balance in retention, repurchase, expanding share-of-wallet, and engaging customers as brand evangelists. Customers really want truth and prevention of issues.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Waypoint Group

FEBRUARY 5, 2019

What would it be worth if the percentage of Promoters (happy customers) improved by 10%? Finance: What is 3-year future value of high-scoring (happy & successful) account in a given tier/segment, vs. the future value of an unhappy or silent/disengaged account. and let your colleagues directly hear the voice-of-the-customer.

Finance 40

Finance Gaming Voice of the Customer Customer Feedback 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today 2. VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Waypoint Group

MAY 23, 2018

Avoid the “telephone” game that has skeptics contradicting what you hear from various customer meetings because they’ve heard something different from a smaller set of customer contacts. Include the right customer contacts in your account-planning processes (i.e. What is your CS process?

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

DECEMBER 31, 2017

Here are 4 prerequisites for preventing recurrence of customers’ chronic issues: 1st Prerequisite: Understand Customers’ Realities. (1) 1) Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? If not, re-design it!

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

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. Chad Horenfeldt – Director of Customer Success at Kustomer. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178