Customer Think

OCTOBER 1, 2023

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [.]

VOC 40

VOC CX Customer Experience 40

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI. A combination of the main channels below is ideal (all integrated within one solution): Web. Social Media.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. Failing to view it as a continuous process Your VoC program is all about continuous improvement. What are you going to do with it? Keep the conversation going!

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

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

Zendesk

JANUARY 30, 2023

There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) , and a company-wide determination to excel. In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece—VOC.

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? There are many metrics to consider as part of your VoC program, but Bain & Company’s Net Promoter SystemⓇ and Forrester’s Customer Experience IndexⓇ stand out as the gold standard top-line metrics in the CX industry.

CEM 122

CEM Customer Experience VOC Scorecard 122

Totango

FEBRUARY 5, 2021

How many escalations do we currently have? ? How much money is at risk? ? What are the main reasons for escalations? ? Status of accounts. ? Reasons for escalation. . Voice of Customer (VOC) Metrics. ? Are customers happy with our products?

Net Promoter Score 72

Net Promoter Score VOC Customer Feedback Innovation 72

DMG Consulting

FEBRUARY 25, 2019

The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. VoC Unfiltered. They can mine customer interactions from all channels, including social media, to capture the voice of the customer (VoC) firsthand.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Experience Investigators

MAY 7, 2024

To help you start or fine-tune your AI strategy, let’s explore the main things customer experience leaders need to know about AI and its close companion generative AI. Your Voice of the Customer (VoC) Program , for example, is ripe with opportunities for AI. What Are Artificial Intelligence and Generative AI?

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

ClearAction

JANUARY 6, 2021

The main points are to contrast customers’ expectations versus their perceptions, whether pictorially, textually, by video, or any other format — and then, most importantly, to sustain resolution of key issues for the benefit of your whole customer base. They’re nice-to-have, not must-have.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Confirmit

OCTOBER 18, 2018

Preventing customer churn is also in essence the main objective of most customer experience programs, and often the most tangible one as linking customer loyalty to revenue from repeat business and positive word of mouth is a well-established way to fund CX improvement efforts, like the development of a new customer loyalty program.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. You start forgetting what your main focus is, and that’s winning and helping your ball club to win. customer experience metrics voc voice of customer' Amen to that!

VOC 77

VOC Gaming Start-ups Actionable Insights 77

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

SurveySensum

NOVEMBER 8, 2023

Here are the main benefits of implementing automated customer support: 24/7 customer engagement : Automated customer support systems offer 24/7 assistance. One effective way to gather VoC is by collecting real-time customer feedback during interactions. This helps minimize wait times and improves overall customer satisfaction.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

InteractionMetrics

JUNE 20, 2019

Martha suggests this is for two main reasons. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback. Studies find that executives vastly overestimate the quality of their customer experience. First, companies tend to over rely on customer satisfaction surveys.

Net Promoter Score 40

Net Promoter Score VOC Customer Feedback Customer Satisfaction 40

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Keep customer trends in mind. One such example is CallMiner.

Contact Center 140

Contact Center VOC Social Media AI 140

Lumoa

MAY 5, 2022

The main responsibility belongs at the very top and in the management team. This will often involve the need for interdisciplinary collaboration with different providers of different services such as cloud solutions, Voice Of The Customer (VOC), artificial intelligence, data analysis, UX design, HR etc.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Confirmit

MARCH 6, 2017

These are the “best of the best” and are hand-selected by our VoC team for special recognition. If you are running a VoC program for a client – yes! Find more reasons here. You can also see what past winners have said here. Should I plan my answers in advance? Definitely! You can see a sample submission form here.

VOC 49

VOC Voice of the Customer Voice of the Employee Customer Experience 49

Totango

FEBRUARY 14, 2020

Attracting new leads is their main forte. Customer Success is your direct line to the voice of your customer (VOC). A marketing team is responsible for telling the story of your brand to your target audience in a way that not only piques their interest but motivates them to buy.

VOC 98

VOC Customer Relationship Start-ups Sales 98

CX Journey

JULY 9, 2015

You know the main ones. Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Think those are the only voices you should be listening to in order to improve the customer experience?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Help Scout

SEPTEMBER 14, 2021

There are three main reasons: It helps attract and retain customers. First, someone needs to be the main owner for customer service. Another useful tool to put customer service in the spotlight is through a voice of the customer (VoC) report. A VoC report highlights the general sentiment among customers.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Lumoa

FEBRUARY 9, 2023

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? Voice of Customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

FEBRUARY 11, 2022

Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . It offers a Voice of the Customer (VoC) feature that alerts and allows everyone to listen, comprehend, and impart customer stories. . So, why are people switching to Medallia competitors? Best features. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Waypoint Group

JULY 18, 2018

In this specific VOC example, the NPS efforts were very effective at getting us data on product related issues and we suspected this would be the case from the on-set of the program. Based on my experience, the importance of gathering VoC extends to more than just retention and upsell opportunities. Customer Success.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

Lumoa

JANUARY 19, 2023

Now that you know how to look at customer experience tools holistically, here is a brief review of the main areas where tools are available. Throughout all touchpoints and channels, the User Experience Specialist is responsible for creating an enjoyable, seamless, and intuitive customer experience.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

NOVEMBER 11, 2021

We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Here are the main reasons why it is the right time to look for a Qualtrics competitor. . Is this the right time to look for a Qualtrics Competitor? The Merger! Not user-friendly.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

ECXO

MARCH 21, 2023

We did this several times in many divisions in different lines of businesses of Samsung, one of our main customers. Again, this is easy to write, but can be difficult to do–but it is possible!

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

CX Journey

MARCH 13, 2018

They cited two key reasons: They referred to the first reason as "a business paradox," where companies' growth initiatives hurt their main source of sustainable growth: loyal, profitable customers. Why does the gap exist? Remember that this was 2005. As I read the article, I had already written down my thoughts on why this gap exists.

CX 69

CX VOC Customer Experience Customer Expectations 69

Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , customer experience leaders’ main objective will be to deliver an ‘effortless’ multi-channel experience. While cost reduction is typically the main factor when investing in an enterprise solution – it’s no longer the sole motivator for moving to Contact Center as a Service (CCaaS).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. This is one that unfortunately gets ignored in customer feedback, lost in the daily tasks and to-do lists, but is important enough to be the second KPI on your VoC dashboard.

VOC 61

VOC NPS B2B Non-Profits 61

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. Those are the main four, but I always love to end with these two: If you had a magic wand, what would you change about the experience? Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Qualtrics

APRIL 26, 2021

Though the healthcare industry might consider solving medical issues to be the main focus of patient interactions, in Steve’s view, greater importance needs to be placed on the surrounding “consumer” touchpoints that see patients as “customers” that we want and value. We needed a world-class Voice of Customer (VOC) platform,” Steve said.

Healthcare 26

Healthcare Hospitality Hospitality VOC 26

Lumoa

MARCH 20, 2018

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? voice of customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

SEPTEMBER 14, 2020

Anna Muchnik, Digital Marketing Manager at Itransition says, “Empathy and emotional intelligence are now the main differentiators when it comes to competition for employees and customers alike. Listen to your customers with a comprehensive VOC program and analyze their feedback lucratively. It’s their job to keep the customer happy.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Lumoa

MARCH 20, 2018

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? voice of customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

APRIL 24, 2018

But, NPS can also be misleading if it's not a part of a more comprehensive VoC program amongst other measurement tools and metrics and ideally this VoC program to be part of a complete " Market Information System ". My main problem with NPS is that it is pseudo-science packaged as a sophisticated tool. Let me explain myself.

NPS 135

NPS CX Net Promoter Score Close the Loop 135