PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Government 122

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Doing CX Right

OCTOBER 20, 2020

The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Website contact forms?.

Gaming 69

Gaming VOE VOC Close the Loop 69

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

ClearAction

DECEMBER 26, 2022

These are shaped by organization-wide customer-centricity. To guide them, balance your Expectations VoC and Realities VoC. Customer Loyalty Factors. Likewise, large portions of the customer journey occurs outside of a brand’s touch-points. This generates stronger positive emotions, internally and externally.

CX 71

CX Customer Experience VOC Legal 71

SurveySensum

MARCH 3, 2025

Analyze VOC on Multiple Channels The foundation of any successful social media monitoring strategy is a robust platform that can collect and analyze data from multiple sources. Enhance Experiences at Scale with Automated Actions Insights are only valuable if they lead to action. But how can you achieve this at scale?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? What are VoC tools?

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Execs In The Know

FEBRUARY 21, 2025

Brands invest a lot of time, research, and money into developing a brand promise that seeks to meet (and exceed) customer expectations. An effective brand promise should serve as a North Star that aligns all of an organizations Customer Experience, Operational Experience, User Experience, and Employee Experience objectives.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Brands invest a lot of time, research, and money into developing a brand promise that seeks to meet (and exceed) customer expectations. An effective brand promise should serve as a North Star that aligns all of an organizations Customer Experience, Operational Experience, User Experience, and Employee Experience objectives.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

SurveySensum

MAY 25, 2022

It has also been used widely in the automotive industry to find actionable insights on sales, customer satisfaction, model testing, and market research. People use it to understand the pulse of the customers whenever they want to test an idea or concept before launching. . Understand customer expectations.

Manufacturing 52

Manufacturing Actionable Insights Machine Learning VOC 52

SurveySensum

FEBRUARY 13, 2025

Suggested Read: Discover what NPS survey questions you should ask in your next NPS survey STEP 5: Review your VOC dashboard and analyze the performance of your product or service at all touchpoints. Lack of Actionable Insights : Collecting feedback is easy, but interpreting and acting on it effectively can be a challenge.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. Here, the customer expresses his frustration with the agent.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Use data mining thoroughly in Customer Service to identify patterns in customer expectations. This identifies customers’ jobs-to-be-done : their purpose in their relationship with your brand.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

eglobalis

AUGUST 19, 2024

This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings.

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. Actionable insights for more productive and meaningful CSM customer interactions. Concrete customer input removed the guesswork from internal communications.

B2B 40

B2B Actionable Insights NPS Compliance 40

Waypoint Group

MARCH 20, 2019

Analyzing the aggregated feedback results each quarter to spot trends or common patterns across accounts allows you to provide actionable insights to your colleagues across your company. Champion their feedback with the rest of your company so the proper roadmaps and structural improvements can be prioritized.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. AI identifies the opportunity; humans build the relationship.

NPS 118

NPS AI Net Promoter Score E-commerce 118

InteractionMetrics

APRIL 10, 2025

Customer Loyalty Surveys These go deeper than NPS by investigating what drives people to stick with your company. Voice of Customer (VoC) Surveys VoC surveys collect open-ended thoughts from customers on a broad scale. Churn / Exit Surveys When customers leave, these surveys show why.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Healthcare Innovation 40

InteractionMetrics

MARCH 20, 2025

How We Picked In order to make the cut, each piece of software on the list needed to include at least 3 out of 5 of the following features: Omnichannel listening : Beyond collecting customer feedback from surveys, the best software lets you track every interaction, from heated support calls to subtle shifts in customer behavior on your app.

CX 52

CX Social Media Contact Center Compliance 52