Understanding and Leveraging Voice of the Customer
Callminer
FEBRUARY 10, 2021
Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).
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Callminer
FEBRUARY 10, 2021
Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).
Callminer
AUGUST 15, 2022
Read on to learn four methodologies for measuring omnichannel customer experiences. VoC insight is crucial for organizations to increase growth rates and achieve business milestones.
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Callminer
FEBRUARY 16, 2020
Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.
Callminer
FEBRUARY 27, 2019
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. 💡 That’s where the Voice of the Customer (VoC) comes in. If you can’t identify it, you can’t fix it! NPS and C-SAT become the keys to the realm, but offer no true insights.
Intercom, Inc.
MAY 22, 2019
Here are five quick takeaways: To be truly customer centric , companies need to break down organizational silos, understand how to collect feedback at the right time in the right place and invest in cultural transformation. What’s keeping companies from prioritizing customer experience? All I’m thinking is: “You know me.
Callminer
APRIL 21, 2020
This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that comprise such a VOC system.
Callminer
MAY 27, 2019
By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.
Lumoa
FEBRUARY 7, 2023
This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
It can be a real challenge to collect, manage, and understand feedback from customers. And how can you bring the voice of the customer into projects you're already working on? Taking a proactive approach when collecting customer feedback will answer all these questions and ensure that you are building the best product.
CX Accelerator
FEBRUARY 12, 2018
If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.
Callminer
OCTOBER 9, 2018
CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.
Experience Investigators
OCTOBER 27, 2020
Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.
eglobalis
NOVEMBER 26, 2024
Empathy alone is like voice of the customer (VoC) initiatives that fail to close the loop—offering zero value to clients and accelerating their path to churn. In fact, for many clients, hearing “we understand your frustration” without a clear plan to resolve the issue only deepens dissatisfaction.
Customer Think
AUGUST 7, 2021
Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important business changes.
Customer Think
AUGUST 20, 2021
B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment.
CX Network
SEPTEMBER 26, 2023
How to implement a successful Voice of the Customer program in 5 steps
Lumoa
MAY 10, 2020
Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are. It can also act as a springboard for future innovations. Feed generated with FetchRSS )
eglobalis
OCTOBER 21, 2024
Trader Joe’s (USA) : After receiving a complaint from an elderly customer, Trader Joe’s reinstated a discontinued product and personally followed up with the customer. This action generated positive buzz and reinforced their customer-centric reputation.
Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.
Experience Investigators
FEBRUARY 20, 2024
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.
SurveySensum
APRIL 15, 2025
Check how you can analyze the survey data here Action & Reporting There is no point in capturing customer feedback if you are not going to take any action on it. Well, an efficient voice of the customer tool helps you with it. It helps you conduct the research to understand the voice of your customer seamlessly.
Customer Think
SEPTEMBER 27, 2021
Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and […].
Callminer
APRIL 17, 2017
To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.
Help Scout
AUGUST 22, 2023
Today’s most successful businesses understand their customers on a deeper level. Voice of the Customer data. Here are 10 ways to collect it. Read the full article
eglobalis
SEPTEMBER 3, 2024
I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. To be honest I don’t believe these activities deliver the best value of the Voice of the Customer. What do you want from your VoC platform?
Callminer
AUGUST 14, 2023
Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.
Customer Think
OCTOBER 1, 2023
When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity.
ECXO
MARCH 6, 2025
Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.
eglobalis
JUNE 3, 2025
Instead of measuring success merely by speed or resolution volume, leading organizations incorporate Customer Effort Score (CES) and First Contact Resolution (FCR) into larger metrics like Net Promoter Score (NPS) and Customer Lifetime Value (CLV).
Callminer
APRIL 2, 2019
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.
Callminer
FEBRUARY 5, 2020
Voice of the Customer (VoC). These options can prove highly useful when you have more than one way of interacting with your customers. Automation as it pertains to capturing metrics, tends to come down to survey suggestions being pushed to customers and agents at opportune moments. Automation.
eglobalis
MARCH 30, 2025
By leveraging AI in this way, companies effectively listen to customers continuously without bombarding them with questions. They capture the voice of the customer as it is naturally expressed. This not only reduces the need for separate follow-up surveys after interactions, but it also provides richer context.
CX Accelerator
JUNE 8, 2020
Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.
Customer Think
FEBRUARY 15, 2024
Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback. Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI?
CX Accelerator
OCTOBER 3, 2019
In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?
Intercom, Inc.
OCTOBER 22, 2020
As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. Voice of the customer. Strategy and leadership.
ECXO
JULY 10, 2024
A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Sony and LG in South Korea exemplify the difficulties of applying NPS in contexts that require sustained service excellence and relationship management.
CX Network
MARCH 3, 2025
Senior event producer Chloe Chappell covers the key takeaways from the two-day online webinar series
PeopleMetrics
FEBRUARY 13, 2025
No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In In the next blog post, I focus on Lesson 16 in the age of AI and external partners.)
eglobalis
JULY 2, 2024
Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.
CX Accelerator
FEBRUARY 2, 2020
Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface. . - Mathematics and Data Science (7 mentions) I would have studied more math - there is a lot more math in this job than you'd think! Yael McCue.
Futurelab
JULY 19, 2024
One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. Their customer KPI was highlighted in the annual report, they had a clear business case on how many millions in extra profits one extra percentage point meant, and they regularly communicated the results internally.
Totango
AUGUST 14, 2020
Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Stephanie Comardelle: This is really where Voice of the Customer comes to play.
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