PeopleMetrics

NOVEMBER 17, 2014

A great way to do this is to source every available perspective on the employee’s performance, and include details in the conversation that make suggested improvements crystal clear. That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

Confirmit

OCTOBER 27, 2019

We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience. With so many interactions, channels, touchpoints, devices and stages in a customer lifecycle where do we begin to map out the entire customer journey?

Customer Journey Map 40

Customer Journey Map Voice of the Customer Touchpoint Social Media 40

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Confirmit

NOVEMBER 18, 2019

Employee Engagement programs quite often lived their own lives without clear touchpoints with the reality were organizations operated. The focus was on transforming employee opinions to numeric facts that allowed ranking and target setting without necessarily having a clear idea if the numbers delivered the desired outcome or not.

Voice of the Employee 45

Voice of the Employee Touchpoint Voice of the Customer Technology 45

Confirmit

SEPTEMBER 22, 2019

Virgin Money runs an established VoC program, collecting feedback across all channels and touchpoints, delivering not only improved NPS scores, but also detailed data about customer product understanding, awareness of customer benefits, customer engagement, and areas for improvement.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

SurveySensum

MARCH 3, 2022

It comes with advanced features, capabilities, and tools to analyze and monitor the touchpoints at every stage. The advanced functionalities not only support VoC but programs like Voice of the employees and more. . It produces detailed analytical reports from feedback on every touchpoint of the customer’s journey.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

CX Journey

SEPTEMBER 8, 2016

When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). In this blog, I’ll describe the context that a Voice of Employee program needs to thrive, effective employee listening methods, and how you can actually use those insights. We ask them.

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. Challenges I might make this sound simple and simplistic.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) while trying to fulfill some need or do some job within each stage of the lifecycle.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

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 64

Government Customer Journey Map Social Media Voice of the Customer 64

Doing CX Right

OCTOBER 9, 2019

You then map that out with different teams, and then you launch with all the different touchpoints, and then once you’ve launched you go back to establish whether the journey you devised is right based on the customer’s actual experience. It’s all about pre and post-launch phases.

Customer Journey Map 40

Customer Journey Map Voice of the Employee CX Touchpoint 40

Confirmit

MAY 29, 2018

Transactional NPS Scores at key touchpoints, for example post-purchase or after a support call. Voice of the Customer Voice of the Employee Market Research Product Innovation Company Best Practices. Your NPS Score is a number between -100 and +100 and indicates the overall loyalty of your customer base.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Take action, at a tactical and strategic level, in order to use the Voice of the Customer to make improvements. Voice of the Employee. Voice of the Market.

Voice of the Customer 40

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