article thumbnail

Fred Reichheld says 95% of all VOC Programmes are set up incorrectly – is yours?

Futurelab

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As the headline says, the majority of all VOC programmes are conceived and implemented in such a way that they don’t deliver the ROI they could (and should). Watch this space.

VOC 130
article thumbnail

Fred Reichheld says 95% of all VOC Programmes are set up incorrectly – is yours?

Futurelab

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. Tags: VOC NPS Stefan Kolle Facebook Like Linkedin Share Button Tweet Widget In 2020 we also dropped a first whitepaper around this.

VOC 130
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Signals: The future of VoC

Customer Think

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Across all industries, companies use metrics such as the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) and to […].

VOC 118
article thumbnail

5 Recommendations for Reopening your VoC Program

PeopleMetrics

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. 5 Recommendations for Reopening your VoC Program.

VOC 121
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. NPS and C-SAT become the keys to the realm, but offer no true insights.

article thumbnail

EACH NUMBER COUNTS

Futurelab

A group of customers that each contributed over a million margin per year had an NPS score close to 50%, with only a small fraction of detractors. This is the easiest ROI of your VoC program! Shall we check if your VoC programme is capable? The larger the contribution, the better the score! Let’s move on to the next slide.”

VOC 146
article thumbnail

What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

In This Article: What is the Voice of the Customer (VoC)? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? Here are just a few examples of data that could be included in VoC.