OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. On-Premises Feedback (Geolocation). Final Thoughts.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

BlueOcean

NOVEMBER 13, 2023

The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? What new trends and technologies are on their mind? And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 260

Retail Customer Experience Social Media NPS 260

InMoment XI

JUNE 14, 2022

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. This is where CX metrics are so valuable.

Metrics 260

Metrics Net Promoter Score NPS Effort Score 260

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? Better VoC Methodology: Instead, use common sense and technology to evaluate every transaction.

Customer Centricity 48

Customer Centricity Voice of Customer Customer Insights Feedback 48

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. While advances in technology are interesting and offer tremendous potential, many businesses are relying too heavily on automation and technology.

Technology 54

Technology Brands Voice of Customer Communication 54

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. I’m slow to grasp new concepts but once I do grasp them I generally understand them very well.

Net Promoter Score 275

Net Promoter Score Contact Center 2019 Technology 275

Lumoa

APRIL 18, 2023

Due to the sheer volume of tools used and data collected, it has become cumbersome and time-consuming—and sometimes near impossible—to generate useful insights at the pace necessary to stay ahead of the competition. And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 94

Voice of Customer Social Media Banking Feedback 94

Lumoa

NOVEMBER 7, 2022

Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

2023 83

2023 Customer Experience Competitive Advantage 2021 83

Thematic

FEBRUARY 19, 2024

Customer Effort Score (CES): Gauges how easy it was to solve an issue, tied to loyalty as friction drives abandonment. Immediate Satisfaction: Customer Satisfaction (CSAT): Measures contentment, often tied to specific support interactions, transactions, etc. Customer Lifetime Value (CLV): Combines revenue per customer with retention.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Customer Effort Score (CES): Gauges how easy it was to solve an issue, tied to loyalty as friction drives abandonment. Immediate Satisfaction: Customer Satisfaction (CSAT): Measures contentment, often tied to specific support interactions, transactions, etc. Customer Lifetime Value (CLV): Combines revenue per customer with retention.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Click To Tweet.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Kustomer

AUGUST 19, 2021

We live in an era where technology has revolutionized how people interact with each other, as well as how they purchase goods and services central to daily life. In order to thrive, businesses must understand customer needs on a personal level. Now, let’s look at the three steps that are part of the Voice of Customer process.

Social Media 98

Social Media Voice of Customer Advertising Feedback 98

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Beyond Philosophy

JANUARY 12, 2022

Sound like a futuristic take on product technology? Here are a few more of the key moments in the discussion: 05:04 Goebel describes how he views IoT and what that means for product technology and the VoP. Or if your car could tell you that you need to take it in for transmission service?

Consulting 78

Consulting Voice of Customer Financial Article 78

ShepHyken

AUGUST 10, 2021

Customer Insight. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.

Insights 85

Insights Customer Insights Customer Centricity Consumers 85

SurveySparrow

JULY 17, 2023

It’s no secret that customers hold the key to valuable insights that can shape products, services, and overall business success. However, the sheer volume and complexity of feedback data can often overwhelm businesses, making it challenging to extract meaningful insights.

Feedback 52

Feedback Social Media Voice of Customer Insights 52

Thematic

DECEMBER 9, 2019

Digital transformation is the process of enhancing or changing the traditional way of doing business through the use of technology. It’s fair to say that technology is taking over the world. When one player in the space creates an innovative solution, customers soon expect the same innovation from others.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

SurveySensum

FEBRUARY 19, 2024

So, provide them with better customer support, listen to their needs, and answer their queries. Listen to the Voice of Customers : You should stay connected with the customers on multiple platforms carefully consider their queries, pain points, and feedback, and take action accordingly.

Customer Centricity 52

Customer Centricity Innovation Demo Communication 52

Alida

NOVEMBER 23, 2018

We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas. Across the group of 20 CX and insights leaders, we were fortunate to have an array of industries and brands attend, including Foxtel, Myer, ME Bank and Carsales. Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne.

Brands 113

Brands Banking Metrics Insights 113

Think Customers

AUGUST 30, 2021

In its research, “The Forrester Tech Tide : Sales Technologies, Q1 2021,” Forrester finds that digital “front doors” are now the primary way that sales prospects connect with brands—80% of B2B sales will take place in remote and digital settings, elevating the roles of data insight, digital content, and inside sales in the sales process.

B2B 59

B2B Sales 2021 ROI 59

Second to None

MARCH 30, 2018

The onus is on us, as brands, to listen up and to turn these various conversations into meaningful decisions that improve the customer’s experience. To accomplish this, companies must be properly equipped to not only capture insights from billions of online interactions, but also to analyze and distribute these insights at scale.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CSM Magazine

NOVEMBER 18, 2022

Start by listening to the voices of your customers. Establish a Voice of Customer (VoC) program or improve the one you have. Voice of customer (VoC) means that an organization listens to its customers’ feedback across experiences to understand and then address their needs. What is VoC?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Forrester's Customer Insights

JUNE 3, 2016

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide.

Insights 29

Insights Customer Insights 2015 2016 29

Daniel Group

APRIL 5, 2023

And I would say Navistar Financial, my last few years at Navistar Financial, we actually stood up with a third party, a CX survey with customers and with our dealers, because our dealers didn’t have to do business with us necessarily as well. So that was a great insight. And that was a great experience. So let’s forward.”

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Second to None

OCTOBER 16, 2018

New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. In the existing marketplace, this means that your retail brand needs to be fully optimized for customers to complete their purchasing journey on their mobile devices.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Forrester

JANUARY 23, 2015

This presentation mattered to us because only 25% of CX professionals say their companies'' CX programs actually improve customer experience. Those that fail lack insight into the root causes of poor CX. And those root causes lie in the customer experience ecosystem. voice of employee.

Customer Experience 87

Customer Experience Voice of Customer Customer Voice Banking 87

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How can technology and outside services help? How do they work?

Roadmap 118

Roadmap Feedback B2B Interaction 118

PeopleMetrics

FEBRUARY 25, 2022

Over the long run, collecting feedback at critical points in the customer journey gives you the data and insights you need to make strategic and iterative improvements to your service. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops. CX metrics and KPIs.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. CX is a tough business.

2018 129

2018 Customer Experience Customer Centricity Culture 129