CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. 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. Why Is VoC Important? But that’s not all. In 2017, VoC maturity is still an issue.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Brad Cleveland Blog

OCTOBER 6, 2023

Feedback from customers is like oxygen. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. When … Continue reading → The post Voice of the Customer: As Essential as Oxygen appeared first on Brad Cleveland.

Feedback 51

Feedback Customers Contact Center Call Center 51

SurveySparrow

JULY 13, 2023

In today’s customer-centric world, understanding your audience’s needs, expectations, and experiences is the cornerstone of success. At the heart of this understanding lies a solid voice of the customer strategy—a proven method that helps businesses thrive in the competitive landscape by turning insights into actionable steps.

Competitive Advantage 52

Competitive Advantage Social Media Feedback Customer Satisfaction 52

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Customers Feedback Customer Experience 59

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

Totango

APRIL 1, 2020

Now, you must focus on locking in your core business, your current customers. Now, you must focus on locking in your core business, your current customers. We are here to help you stay engaged with your customers so you can continue to deliver a great experience for them while they are using your products. all online.

NPS 62

NPS Loyalty Programs Metrics Customers 62

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

mopinion

NOVEMBER 24, 2020

It has been said that having a good Voice of Customer (VoC) program leads to improved client retention, better employee engagement and less spending on customer service. The post The Ultimate Guide to the Voice of Customer (VoC) appeared first on Mopinion. In fact, far too often we see […].

Voice of Customer 66

Voice of Customer Customers Engagement Customer Service 66

Brad Cleveland Blog

OCTOBER 6, 2023

Feedback from customers is like oxygen. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. When … Continue reading → The post Voice of the Customer: As Essential as Oxygen appeared first on Brad Cleveland.

Feedback 26

Feedback Customers Contact Center Call Center 26

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born. The market we made.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

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? we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we

Voice of Customer 62

Voice of Customer Marketing Customer Centricity Books 62

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Insights Feedback Loyalty 260

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Blog 154

Blog Customer Experience 2021 Article 154

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? Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link].

Voice of Customer 62

Voice of Customer Books Events Measurement 62

OpinionLab

NOVEMBER 21, 2016

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Through its acquisition of OpinionLab, a leader in customer-initiated digital channel VoC, Verint has extended its customer engagement optimization portfolio to do just that.

Engagement 84

Engagement Customer Journey Measurement Blog 84

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 26

Government Customers Feedback Customer Experience 26

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Babette is a cross-functional business-oriented STEM professional, qualitative Voice of the Customer facilitator, and Six Sigma Green Belt (Quality).

Blog 83

Blog Leadership Travel Consulting 83

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. In this post, I want to talk about how brands can ensure that they close the loop and ensure that customer intelligence is acted on quickly and appropriately.

Customer Success 66

Customer Success Net Promoter Score E-support E Commerce 66

Think Customers

FEBRUARY 12, 2015

A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. 1to1Media.com/weblog.

Customer Experience 108

Customer Experience Banking Presentation Loyalty 108

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. Use a Friendly Tone of Voice. So, What is a Five-Star Experience? Use their name. “A Dale Carnage.

Blog 136

Blog Article Connections 2020 136

One Millimeter Mindset

APRIL 27, 2022

She is a business-oriented STEM professional, qualitative Voice of the Customer facilitator, PMI-certified Wicked Problem Solver, Duke Corporate Education licensed Strategic Agility practitioner, and Six Sigma Green Belt (Quality). The post One Millimeter Mindset® 2022 Blog Post Review #1 appeared first on Babette Ten Haken.

2022 90

2022 Blog Innovation Consulting 90

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Author: Taoufik Massoussi - Product Manager & Head of AI Every industry is facing greater competition and a need to react more quickly to customer needs , often in real-time.

2019 58

2019 Social Media Retail Events 58

One Millimeter Mindset

SEPTEMBER 29, 2021

Professionally reset with these four blog posts. Plus, you may not have had time to thoroughly read these September blog posts. You just may find that each blog post offers you a new reflection, advice, actionable insight, or tip that is even more relevant and valuable as you reflect upon the past month.

Blog 88

Blog Innovation Travel Leadership 88

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

2020 104

2020 Blog 2021 Article 104

InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.

Insights 260

Insights Multi-Channel Webinar Social Media 260

Brad Cleveland Blog

SEPTEMBER 23, 2021

Feedback from customers and employees is like oxygen. Voice of the customer, or VOC, is the term often used to describe this process. Voice of the customer, or VOC, is the term often used to describe this process. In … The post Execute a Voice of the Customer Strategy first appeared on Brad Cleveland.

Government 36

Government Feedback Customers Contact Center 36

OpinionLab

NOVEMBER 21, 2016

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Through its acquisition of OpinionLab, a leader in customer-initiated digital channel VoC, Verint has extended its customer engagement optimization portfolio to do just that.

Engagement 60

Engagement Customer Journey Measurement Blog 60

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour. this jumps to 32 percent.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

One Millimeter Mindset

FEBRUARY 25, 2021

Keep these professional goals, and these three blog posts, in mind. These three One Millimeter Mindset® February professional goals blog posts feature three areas to focus on to run your professional marathon. Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Take heart.

Blog 77

Blog Innovation Leadership 2021 77

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Call Experts

FEBRUARY 18, 2021

“Customer Service” is one of the most commonly used phrases in business. But, do you ever wonder: what is customer service? It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled.

Contact Center 52

Contact Center Blog Call Center E-support 52

NICE inContact

MAY 24, 2016

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers.

Feedback 52

Feedback Multi-Channel Social Media Contact Center 52

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

2019 65

2019 Blog 2020 Leadership 65

NICE inContact

NOVEMBER 1, 2018

Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Satisfied customers buy more, are less likely to churn and bring in more referrals. Here are some simple steps towards building a sound Voice of the customer (VoC) program.

Government 48

Government Webinar Feedback Interaction 48