Social Media, Voice of the Customer and Voice of the Employee

Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

MARCH 7, 2016

Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

Social Media

Social Media Customer Service B2C Voice of the Employee

Voice of the Employee: A Global Study Examining the Essential Role of Employee Voice in Customer Exp

Confirmit

DECEMBER 20, 2018

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine.

Voice of the Employee

Voice of the Employee VOE VOC Social Media

11 best Voice of the Customer tools to listen to your customers effectively

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer

Voice of the Customer Sentiment Analysis VOC Close the Loop

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Manual Call Reviews? Theres a Better Way!

MORE WEBINARS

Should speech and text analytics be used outside the contact center?

DMG Consulting

DECEMBER 7, 2021

Interaction analytics can be used to identify at-risk customers before they are angry enough to threaten to close their accounts, and these solutions can help determine the most effective methods and channels for interacting with customers and prospects.

Text Analytics

Text Analytics Contact Center Legal Artificial Intelligence

Can a surveying solution help us gather employee feedback as well as customer information?

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

VOE Artificial Intelligence Predictive Analytics VOC

Confirmit Genius Social Analytics

Confirmit

DECEMBER 4, 2018

Confirmit helps businesses listen, analyze, and act on social media feedback from employees, consumers, and the wider market so you can get Richer insights to support Smarter decisions and take action Faster. Genius Social Analytics helps you listen to unsolicited social media feedback from consumers, markets, and.

Social Media

Social Media Voice of the Employee Voice of the Customer

The Digital Explosion

Confirmit

APRIL 29, 2020

Social media usage has increased exponentially. Are our apps meeting customer needs ? How are we, as a brand, perceived across social media ? Voice of the Customer Voice of the Employee Market Research Best Practices. Video conferencing usage has increased dramatically.

Social Media

Social Media Entertainment Voice of the Employee Retail

Insights from Insights

Confirmit

MARCH 12, 2019

From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions. Voice of the Customer Voice of the Employee Market Research Company Best Practices.

Voice of the Employee

Voice of the Employee B2C Social Media Voice of the Customer

Confirmit Genius: Mining for Hidden Truths in Free-form Content

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

VOE Text Analytics Structured Data Voice of the Employee

Six Ways an ACE Award Can Boost Your Business

Confirmit

FEBRUARY 19, 2020

The Professional of the Year category is a great opportunity to recognize your employee’s contribution. Social buzz. Share it on your company’s social media channels, add it to your website, include it in your internal newsletters, text all your friends! Voice of the Customer Voice of the Employee Company.

Social Media

Social Media Voice of the Employee Voice of the Customer CX

Genius Sentiment Analysis Fact Sheet

Confirmit

MARCH 5, 2017

Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.) Voice of the Customer Voice of the Employee Market Research. to determine the sentiment by category for each item of text.

Sentiment Analysis

Sentiment Analysis Text Analytics Social Media Voice of the Employee

Connecting Data to Map your Customers’ Journey

Confirmit

OCTOBER 27, 2019

. ‘To create effective journey maps, you need research to ensure those maps are actually infused with the Voice of the Customer.’ ’ Customer Journey Maps help you understand what customers value and recognize weak links. Step 2 - Verify the journey: Confirm what you know internally, with customers.

Customer Journey Map

Customer Journey Map Voice of the Customer Touchpoint Social Media

The Power of Voice! Q & A with Phebi

Confirmit

APRIL 2, 2020

Organizations across the globe are continuing to use a whole host of different channels to communicate with and capture feedback from their customers. Newer channels such as webchat, chatbots, and social media are used alongside the more traditional channels like the telephone, email, and good old-fashioned direct mail.

Social Media

Social Media Innovation Voice of the Employee Technology

CX Day 2017: 3 Weeks to Go!

Confirmit

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics

Text Analytics CX Social Media Voice of the Employee

CX Day 2017: 3 Weeks to Go!

Confirmit

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics

Text Analytics CX Social Media Voice of the Employee

When Confirmit Met Pulse Train: 10 Years on: Reunion

Confirmit

JULY 13, 2017

Long before the days where mobile and social media started to truly change the game, the MR industry and the requirements of their clients looked a little bit different in the late nineties. Voice of the Customer Voice of the Employee Market Research Company.

Close the Loop

Close the Loop Social Media Voice of the Employee B2B

Confirmit ACE Awards - What do past winners say?

Confirmit

FEBRUARY 28, 2017

From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers. Voice of the Customer Voice of the Employee Market Research Company.

Hospitality

Hospitality Hospitality Social Media Voice of the Employee

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

JUNE 22, 2017

While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions. Examples of listening posts include things like social media (Twitter, Facebook, Yelp, TripAdvisor, etc.), CRM data, and more.

Customer Journey Map

Customer Journey Map Voice of the Customer VOC Social Media

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

Meanwhile, customers continue to voice their preferences after being forced through a self-service funnel during much of the pandemic. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

Contact Center

Contact Center CX Unstructured Data Social Media

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

Meanwhile, customers continue to voice their preferences after being forced through a self-service funnel during much of the pandemic. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

Contact Center

Contact Center CX Unstructured Data Social Media

Transforming the Customer Experience with Big Data

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data

Unstructured Data Customer Experience VOE Data Mining

It's Not Where You Start. or Is It?

CX Journey

NOVEMBER 10, 2015

We then use the results to better frame our training efforts and to provide other (the right) tools needed to ensure employees have a clear line of sight to customers and are equipped to deliver the experience we need (and customers want) them to deliver. Voice of the Employee : Listen to employees.

Government

Government Customer Journey Map Social Media Voice of the Customer

What is Voice of the Customer (VoC)?

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer

Voice of the Customer VOC Net Promoter Score Customer Journey Map

The Human Experience Trumps CX and EX in Times of Crisis

Confirmit

APRIL 30, 2020

Social media sites; industry organizations; discussion boards; CX and EX consultancies, webinars and publications all are, understandably, dominated by these issues. Voice of the Customer Voice of the Employee Best Practices. They all want to know what other firms are doing and what should they do.

CX

CX Social Media Finance Voice of the Employee

Tech Customer Success

Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Voice of the Employee: A Global Study Examining the Essential Role of Employee Voice in Customer Exp

Webinars

Trending Sources

11 best Voice of the Customer tools to listen to your customers effectively

Webinars

Should speech and text analytics be used outside the contact center?

Can a surveying solution help us gather employee feedback as well as customer information?

Confirmit Genius Social Analytics

The Digital Explosion

Insights from Insights

Confirmit Genius: Mining for Hidden Truths in Free-form Content

Six Ways an ACE Award Can Boost Your Business

Genius Sentiment Analysis Fact Sheet

Connecting Data to Map your Customers’ Journey

The Power of Voice! Q & A with Phebi

CX Day 2017: 3 Weeks to Go!

CX Day 2017: 3 Weeks to Go!

When Confirmit Met Pulse Train: 10 Years on: Reunion

Confirmit ACE Awards - What do past winners say?

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Transforming the Customer Experience with Big Data

It's Not Where You Start. or Is It?

What is Voice of the Customer (VoC)?

The Human Experience Trumps CX and EX in Times of Crisis

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