CX Journey

APRIL 10, 2019

As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. In this first part of a two-part series, I've outlined the first 10 common VoC program mistakes I came up with; part two will have at least 10 more.

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Shep Hyken

DECEMBER 13, 2021

What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. Earlier this year I offered up some predictions on what I thought the year would hold for social media. That’s a version of a VOC (Voice of the Customer) program.

Social Media 74

Social Media Customer Service VOC Retail 74

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 54

VOC Close the Loop Touchpoint Social Media 54

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Lumoa

DECEMBER 19, 2023

Using NLP algorithms like RNNs and LSTMs , it analyzes vast textual data from social media and news to spot emerging topics and sentiment shifts. This involves analyzing information from various sources, including customer reviews, surveys, and social media conversations.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

CX Journey

MAY 17, 2017

How do you know when it's time for a refresh or a complete VoC program redesign? VoC has changed and now includes more than just surveys; it's not just about asking customers but also about listening - wherever your customers want to speak and voice their opinions. Does your VOC initiative suffer from any of the symptoms listed above?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

ECXO

MARCH 15, 2024

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. This could be through surveys, social media, or direct communication.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

CX Journey

SEPTEMBER 27, 2017

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

VOC 45

VOC Social Media Innovation Customer Feedback 45

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. Integrate VOC with other Systems Voice of Customer (VOC) feedback must be deeply embedded into decision-making processes.

Customer Experience Management 83

Customer Experience Management CEM CX Customer Experience 83

Lumoa

JANUARY 24, 2024

Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC. Social Media Insights : Keep an eye on social media channels for both positive and negative mentions.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

CX Journey

APRIL 10, 2019

As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. In this first part of a two-part series, I've outlined the first 10 common VoC program mistakes I came up with; part two will have at least 10 more.

VOC 32

VOC Social Media Start-ups Customer Loyalty 32

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

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

DMG Consulting

OCTOBER 16, 2018

Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part. VoC results from speech and text analytics can be integrated into EFM reporting to enhance findings.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

Lumoa

MARCH 10, 2022

Social media mentions. Share positive reviews on your website and social Similar to the above point, sharing positive reviews on your website and social media is a great way to amplify your customers’ voices and make them feel appreciated.  Support tickets. Feature requests. And you can try it out for free ! 

Customer Feedback 94

Customer Feedback Gambling Social Media Start-ups 94

Experience Investigators

MAY 7, 2024

AI analyzes individual purchase history, browsing behavior, and social media activity to craft experiences that resonate on a one-to-one level. Brand Monitoring : Monitor for brand mentions and conversations across social media channels and online communities.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

DMG Consulting

APRIL 16, 2019

Speech and text analytics can mine customer interactions from all voice and digital channels, including social media, to capture the voice of the customer (VoC) first-hand. It is a highly effective approach to listen to what customers are saying.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

Experience Investigators

JULY 20, 2021

Meanwhile, Malik from the Social Media Response team is doing his best to reply to customers who say they’ve complained about this issue before — even though he doesn’t know what the root cause of the issue might be — and Padma from Customer Success doesn’t have any visibility into what customers are saying at all.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services. Let’s check out the types of questions that can supercharge your VoC surveys.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. Social media. Additional useful data comes from:

Gaming 69

Gaming VOE VOC Close the Loop 69

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program.

VOC 48

VOC Close the Loop CX Social Media 48

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. However, Peppers says many marketing professionals, favor VOC data over observational data, and that’s not always great.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media. Contact center software vendors are increasingly offering modules that allow agents to manage interactions via social media sites such as Twitter and Facebook.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

APRIL 11, 2022

Surveying solutions, sometimes referred to as enterprise feedback management (EFM) applications, can be used to gain insights into the voice of the customer (VoC), and the voice of the employee (VoE).

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Fonolo

NOVEMBER 17, 2020

Social media: 51.4% Social Media ? billion active social media users, for a global penetration of 37% and an annual growth rate of 21%. Though most businesses have observed the need for social support, 29.3% 5) Social Media is Synonymous With Customer Support. Mobile apps: 41.6%

Contact Center 176

Contact Center CX Social Media Omnichannel 176

PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Your company begins to become customer-centric! Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

SurveySensum

FEBRUARY 7, 2024

Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. Incorporate surveys at key touchpoints, utilize social media channels for real-time interactions, and consider employing data analytics to extract valuable insights. How to do it?

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

SurveySensum

NOVEMBER 8, 2023

One effective way to gather VoC is by collecting real-time customer feedback during interactions. By leveraging real-time customer feedback to gather VoC insights, businesses can boost customer retention rates and increase the number of referrals. Start by clearly defining your goals and objectives for your campaigns.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

CX Accelerator

OCTOBER 25, 2018

Some don't understand it's a hypothetical "would you recommend" versus actually requesting them to go out on social media and write a recommendation.While NPS does correlate to customer loyalty for most, it does not for all.

CX 140

CX Net Promoter Score NPS Contact Center 140

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

VOC 88

VOC CX NPS Hospitality 88

SurveySensum

SEPTEMBER 14, 2020

Customers prefer to interact digitally across social media channels, chats, or apps than on calls. The number of website traffic, online transactions, and social media engagement have increased. Social media listening tools: . Digital has become the new channel of interaction amongst the customers. .

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

DMG Consulting

FEBRUARY 25, 2019

VoC Unfiltered. They can mine customer interactions from all channels, including social media, to capture the voice of the customer (VoC) firsthand. This iframe contains the logic required to handle Ajax powered Gravity Forms.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Confirmit

JANUARY 4, 2018

But often, even with this progress, someone running a VoC program who does not understand why scores are flat will call on me. I appreciate the discussion because the last thing I want is for someone reviewing VoC data to lose interest or question the value of tracking customer feedback. It may be time to refresh the VoC program.

VOC 40

VOC CX Social Media Voice of the Customer 40

CX Accelerator

JUNE 8, 2020

Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program. Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes.

Social Media 345

Social Media VOC VOE Contact Center 345

DMG Consulting

MARCH 12, 2018

At a minimum, SMB contact centers should use the following: Recording – a multi-channel platform that handles 100% recording of: audio (calls), screens (servicing applications, email, chat, short message service (SMS)/text, social media, etc.)

Contact Center 48

Contact Center Text Analytics VOC Social Media 48