Expert insights. Personalized for you.
The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. MORE
Analytics are the systematic computational analysis of data. While the big words make that sound very scary, it is actually quite simply analyzing data for a specific purpose. And that purpose is to unlock the data’s story. In this video, Confirmit's Sarah Simon will discuss techniques to get the best possible story out of your Voice of the Customer Program data. These techniques include topics like key Driver Analysis. MORE
Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and […]. Consumers are constantly evolving, and so are their needs and expectations. MORE
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? CX #CustomerExperience #VoiceOfCustomer #VoC #MarketResearch #Event #Meeting #Discussion #Customer #Experts #Surveys #Experience. MORE
Companies that excel at delivering great customer experiences drive revenues 4% to 8% higher than that of their market, according to Bain & Company. No wonder big brands like Amazon, American Express, Indigo, and others are always talking about customer experience. Customer Experience MORE
Confirmit SmartHub enables you to capture, analyze and respond to customer feedback in real-time from a single, centralized hub. For the first time, you can easily capture and map all customer data from all your customer touchpoints into an intelligent hub. MORE
DAs organisations evolve to stay relevant in a changing world, many new initiatives are embarked on. However, as many as 80% of these are. 3rd Aug 2021. By Smoke CI MORE
The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. Since losing just one client can be detrimental in the B2B sphere, VoC programs can be an important way to increase communication and check in with all clients. VoC In Both Worlds. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. MORE
What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? CX #CustomerExperience #VoiceOfCustomer #VoC #Alerts #ClosedLoop #Event #Meeting #Discussion #Customer #Experts #Surveys #Experience. MORE
What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. What about VoC program architects? What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools. MORE
Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. A final word on the value of a good VoC partner. MORE
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? MORE
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . MORE
Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. It’s not a question of if you should tie compensation to your VoC program (you should!), MORE
Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. Typically, a form designer creates web-based VOC surveys. What to Do with VOC Data. NPS #VoC #ContactCenter. MORE
Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. See the Applied Materials example: Strategic Action on B2B VoC ). Value Chain Solution to VoC ROI. MORE
Winner of Best CX Transformation at the CX Elite Awards 2021, Allianz, on how to successfully execute CX transformation MORE
In this video, Chris Brown, Confirmit, Alain Thys, FutureLab and Paula McKillen, RS Components provide guidance about how to secure success in your VoC activities. How do you get a Voice of the Customer program off the ground? From how to secure budget approval by engaging your executive team, to ensuring your employees are really focused on the customer experience, these CX experts share their views on what you need to know to get started. MORE
The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform. In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback). MORE
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. The key to breaking "survey mentality" is to effectively capture unstructured VoC data. Below are several proven suggestions to help you level up your VoC program. This inexpensive device plugs into your computer or docking station, and is configured to take the user to our custom VoC form once pressed. MORE
However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample). MORE
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. MORE
Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and. The post 8 Best Practices For A Successful Voice of The Customer (VoC) Program appeared first on CXService360 - Customer Service Articles, Stories and more. MORE
This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. MORE
The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. MORE
VoC begets VoC I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them. Blog Customer Experience Voice of Customer MORE
No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Internal stakeholders are often forgotten when creating a VoC program. MORE
The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute. What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look. MORE
How should you kick off a VOC program? For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? Did you know that an efficient VOC program can help you find your niche and even gives you an edge over your competitors!! MORE
I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) MORE
Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. MORE
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.”. MORE
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. MORE
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. MORE
Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short. Five levels of VoC maturity were identified in a report by Temkin Group: 1) VoC Novices — in the very early stages of VoC development. MORE
In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Public information is the first place to begin and often the only place to start if you have no VoC in place. But if you have VoC running, your ROI possibilities are much greater. You can examine your own VoC data to build out a ROI case specific to your company. MORE
Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities. Resulting VoC feedback was eyeopening, with about 10 percent of the 130,000 policyholders actively criticizing the decision. MORE
When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Here is a quick guide on the differences between traditional CSAT tracks and VoC: CSAT TRACKS. Thinking about switching to VoC? The following is an excerpt from Listen Or Die by Sean McDade, P hD. MORE
Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call. Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. MORE
1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). MORE
Together, we bring a combined VoC and research solution for these high-value audiences. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight. Customer Experience Market Research VoC MORE
VOC Related Topics Customer Think
NOVEMBER 12, 2021
VoC begets VoC I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them. Blog Customer Experience Voice of Customer
CX Accelerator
JULY 22, 2019
Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. Typically, a form designer creates web-based VOC surveys. What to Do with VOC Data. NPS #VoC #ContactCenter.
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CX Accelerator
OCTOBER 9, 2018
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. The key to breaking "survey mentality" is to effectively capture unstructured VoC data. Below are several proven suggestions to help you level up your VoC program. This inexpensive device plugs into your computer or docking station, and is configured to take the user to our custom VoC form once pressed.
CX Accelerator
JULY 22, 2019
Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call. Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages.
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PeopleMetrics
JUNE 29, 2020
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.”.
Zonka Feedback
JULY 26, 2021
Companies that excel at delivering great customer experiences drive revenues 4% to 8% higher than that of their market, according to Bain & Company. No wonder big brands like Amazon, American Express, Indigo, and others are always talking about customer experience. Customer Experience
The DiJulius Group
JULY 29, 2020
1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT).
PeopleMetrics
SEPTEMBER 24, 2018
However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). VoC, on the other hand, focuses on continuously gathering feedback about recent experiences from all customers (not just a small sample).
ClearAction
MARCH 24, 2017
Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. See the Applied Materials example: Strategic Action on B2B VoC ). Value Chain Solution to VoC ROI.
cxservice360
SEPTEMBER 16, 2021
Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and. The post 8 Best Practices For A Successful Voice of The Customer (VoC) Program appeared first on CXService360 - Customer Service Articles, Stories and more.
Customer Think
SEPTEMBER 27, 2021
Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and […]. Consumers are constantly evolving, and so are their needs and expectations.
Doing CX Right
SEPTEMBER 5, 2020
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) .
Astute
NOVEMBER 10, 2020
The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute. What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look.
SurveySensum
JANUARY 20, 2021
How should you kick off a VOC program? For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? Did you know that an efficient VOC program can help you find your niche and even gives you an edge over your competitors!!
PeopleMetrics
MARCH 16, 2020
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place.
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys.
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? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?
PeopleMetrics
FEBRUARY 20, 2019
When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Here is a quick guide on the differences between traditional CSAT tracks and VoC: CSAT TRACKS. Thinking about switching to VoC? The following is an excerpt from Listen Or Die by Sean McDade, P hD.
PeopleMetrics
OCTOBER 3, 2019
Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start. A final word on the value of a good VoC partner.
PeopleMetrics
JUNE 17, 2020
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity.
PeopleMetrics
NOVEMBER 4, 2020
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? CX #CustomerExperience #VoiceOfCustomer #VoC #MarketResearch #Event #Meeting #Discussion #Customer #Experts #Surveys #Experience.
CX Network
SEPTEMBER 9, 2021
Winner of Best CX Transformation at the CX Elite Awards 2021, Allianz, on how to successfully execute CX transformation
Confirmit
MAY 7, 2018
In this video, Chris Brown, Confirmit, Alain Thys, FutureLab and Paula McKillen, RS Components provide guidance about how to secure success in your VoC activities. How do you get a Voice of the Customer program off the ground? From how to secure budget approval by engaging your executive team, to ensuring your employees are really focused on the customer experience, these CX experts share their views on what you need to know to get started.
Waypoint Group
JULY 7, 2020
I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?)
ClearAction
AUGUST 2, 2016
Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short. Five levels of VoC maturity were identified in a report by Temkin Group: 1) VoC Novices — in the very early stages of VoC development.
PeopleMetrics
JULY 24, 2019
Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. It’s not a question of if you should tie compensation to your VoC program (you should!),
PeopleMetrics
NOVEMBER 19, 2020
What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? CX #CustomerExperience #VoiceOfCustomer #VoC #Alerts #ClosedLoop #Event #Meeting #Discussion #Customer #Experts #Surveys #Experience.
Confirmit
MARCH 6, 2017
Confirmit SmartHub enables you to capture, analyze and respond to customer feedback in real-time from a single, centralized hub. For the first time, you can easily capture and map all customer data from all your customer touchpoints into an intelligent hub.
PeopleMetrics
DECEMBER 27, 2019
No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Internal stakeholders are often forgotten when creating a VoC program.
MyCustomer Experience
AUGUST 3, 2021
DAs organisations evolve to stay relevant in a changing world, many new initiatives are embarked on. However, as many as 80% of these are. 3rd Aug 2021. By Smoke CI
PeopleMetrics
DECEMBER 1, 2021
Together, we bring a combined VoC and research solution for these high-value audiences. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight. Customer Experience Market Research VoC
Confirmit
MAY 12, 2018
Analytics are the systematic computational analysis of data. While the big words make that sound very scary, it is actually quite simply analyzing data for a specific purpose. And that purpose is to unlock the data’s story. In this video, Confirmit's Sarah Simon will discuss techniques to get the best possible story out of your Voice of the Customer Program data. These techniques include topics like key Driver Analysis.
Confirmit
OCTOBER 30, 2018
Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities. Resulting VoC feedback was eyeopening, with about 10 percent of the 130,000 policyholders actively criticizing the decision.
PeopleMetrics
AUGUST 7, 2019
In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Public information is the first place to begin and often the only place to start if you have no VoC in place. But if you have VoC running, your ROI possibilities are much greater. You can examine your own VoC data to build out a ROI case specific to your company.
CX Journey
NOVEMBER 6, 2014
What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. What about VoC program architects? What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools.
PeopleMetrics
JULY 23, 2018
The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform. In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback).
Confirmit
JULY 7, 2017
The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue.
Confirmit
JULY 7, 2017
This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood.
Confirmit
JULY 7, 2017
The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue.
CX Journey
SEPTEMBER 7, 2017
Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer.
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