Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment.

ROI 40

ROI Net Promoter Score Return on Investment 2013 40

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Understand the Phases of VoC Maturity.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Talk about a return on investment.

Voice of Customer 40

Voice of Customer Contact Center Return on Investment ROI 40

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Encourage your key customers to participate in co-creation opportunities. Voice of the Employee.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Listening to your customers ultimately means creating a better customer experience over time by driving change in the right places.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101