Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. Additionally, a well-executed VoC initiative also helps in enhancing customer retention, resulting in higher customer loyalty scores, reduced customer turnover, and increased customer lifetime value through repeat purchases.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

ClearAction

JANUARY 6, 2021

Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas. When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 9) Stop seeing NPS as your sure-win.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Waypoint Group

JUNE 13, 2018

Perhaps you’re working on behalf of power users, architects, IT managers, procurement and legal folks, etc. One more hint: Voice-of-customer <> NPS! Who is “the customer?” Are those contacts * exclusively * your customer? But more on that in the future, or contact me directly for tips on questionnaire design.

CX 40

CX NPS Legal Customer Feedback 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. align company to CX.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63