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How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. Have You Surveyed Your Customers Today? MORE
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver. MORE
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. I like to refer to those four in lump sum as voice of the constituents. MORE
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well. Design is also about making the feedback experience great for the customer. Retain Customers? MORE
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. MORE
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. MORE
In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. Better customer experience. MORE
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. MORE
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article MORE
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle MORE
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. MORE
From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation. MORE
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article MORE
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods. MORE
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver MORE
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. MORE
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. MORE
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article MORE
A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. 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. The true power of VOC is action. Customer Experience Management. MORE
How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer. We believe the fuel that powers the world’s most exceptional products is customer experience. for better customer experienc MORE
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article MORE
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. MORE
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. MORE
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article MORE
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle MORE
There are many more voices that can contribute to our understanding of customer experience than most organisations realise - all of them have a role to play in understanding Customer Experience MORE
How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Is this the fault of the customer-facing staff? MORE
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article MORE
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle MORE
What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. MORE
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face. View Article. General MORE
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. MORE
Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn. However, that same research indicates that 97% of people said they would be loyal to a company that did listen to their feedback. And in this consumer-dominated, subscription-driven market, customer retention is critical. MORE
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver MORE
Learn how to use Voice of Customer (VOC) data to listen to your customers and optimize your customer service experience across all support channels. Articles MORE
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face. View Article MORE
Voice of Customer Related Topics MaritzCX
APRIL 16, 2019
What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here.
GetFeedback
JANUARY 3, 2019
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods.
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Totango
JUNE 4, 2019
Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn. However, that same research indicates that 97% of people said they would be loyal to a company that did listen to their feedback. And in this consumer-dominated, subscription-driven market, customer retention is critical.
GetFeedback
JANUARY 3, 2019
Learn how to use Voice of Customer (VOC) data to listen to your customers and optimize your customer service experience across all support channels. Articles
MaritzCX
NOVEMBER 16, 2017
From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation.
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face. View Article
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
MaritzCX
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm.
Pointillist
JULY 5, 2019
How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. Have You Surveyed Your Customers Today?
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OpinionLab
MARCH 12, 2015
A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. 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. The true power of VOC is action. Customer Experience Management.
MaritzCX
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article
MaritzCX
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article
MaritzCX
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.” ” Yet, this type of response rate is like having a loved one, View Article
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article
MaritzCX
JULY 21, 2014
Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” The simple online tool walks you through a series of questions about your program and then, assuming you provide. To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. View Article
XMplify
MAY 22, 2020
There are many more voices that can contribute to our understanding of customer experience than most organisations realise - all of them have a role to play in understanding Customer Experience
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
MaritzCX
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face. View Article. General
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
MaritzCX
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience. It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity.
ClearAction
DECEMBER 28, 2016
How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Is this the fault of the customer-facing staff?
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver
MaritzCX
FEBRUARY 13, 2013
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver
CX Journey
JULY 9, 2015
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Both of them? Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. I like to refer to those four in lump sum as voice of the constituents.
PeopleMetrics
MARCH 30, 2017
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well. Design is also about making the feedback experience great for the customer. Retain Customers?
MaritzCX
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle
MaritzCX
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle
MaritzCX
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle
Chattermill
AUGUST 6, 2019
How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer. We believe the fuel that powers the world’s most exceptional products is customer experience. for better customer experienc
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