Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

ClearAction

AUGUST 24, 2008

This approach to VOC and CEM has certainly been eye-opening! They’re part and parcel of how we see the world. They’re at the heart of our thinking. Heck, I can hardly write a sentence that sidesteps a metaphor. Does your company tap into a wealth of insights via metaphors?

Customer Experience 87

Customer Experience CEM Voice of the Customer Construction 87

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. All signs point to a successful Voice of Customer (VoC) program. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

CRM 66

CRM CEM Non-Profits Customer Experience 66

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

CRM 59

CRM CEM Non-Profits Customer Experience 59

CX Journey

MAY 23, 2018

I've got a few thoughts on that: At Some Point, You Have to Stop Listening Two Major Flaws of Your Customer Listening Efforts Today's VoC Program Challenges A closed-loop feedback process begins with feedback. How Do You Know When It's Time to Redesign Your VoC Program? Do You Employ Actionability Thinking in Survey Design?

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Confirmit

NOVEMBER 8, 2017

This is a hot topic in our industry, especially as we're hearing more stories about Voice of the Customer (VoC) programs losing funding because early wins never came to fruition, or they weren’t celebrated loudly enough within the organization. 3) All employees in the company have a role in CX.

CX 45

CX VOC CEM Voice of the Customer 45

CX Journey

JANUARY 19, 2017

5 So Whats: Prioritizing Improvement Opportunities #CX Improvements and the Streetlight Effect CEM Toolbox: Taking Action Innovation is probably one of my favorite topics to write about when it comes to differentiation and staying ahead of the competition. Take your customer feedback, and do something with it.

CEM 46

CEM Innovation VOC Customer Feedback 46

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Improve VoC metrics like NPS® and correlate this improvement to revenue. 10 Steps to Creating an Effective VoC Program. Interesting Links. INFOGRAPHIC. Learn More.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Improve VoC metrics like NPS® and correlate this improvement to revenue. 10 Steps to Creating an Effective VoC Program. Interesting Links. INFOGRAPHIC. Learn More.

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

SurveySensum

APRIL 21, 2023

It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth. The details of paid plans are available upon request. Medallia The next best alternative to Formstack is Medallia.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. 5 Recommendations for Reopening your VoC Program.

VOC 120

VOC CEM NPS Business Administration 120

PeopleMetrics

JUNE 4, 2019

The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. VOLUME: Small.

VOC 122

VOC B2C B2B CEM 122

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way.

Customer Experience 40

Customer Experience B2B Start-ups Sales 40

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Thinking about switching to VoC? Continuous Conversations.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

VOC 77

VOC CEM Close the Loop Business Administration 77

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. Companies typically begin in one of three phrases: building, growth, or optimization. Click checklist to enlarge ).

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

VOC 81

VOC Legal CEM Pharmaceutical 81

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. If you have not checked out that blog post, I highly recommend doing so ( click here to read ).

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. can all be folded into a VoC program to get answers fast. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Public information is the first place to begin and often the only place to start if you have no VoC in place. Start with the facts.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 19, 2021

customer experience framework, Survey optimization, SMS survey, video feedback, customer feedback, feedback management, customer experience, voice of customer, voc, how to manage customer feedback, customer feedback strategy, how to collect customer feedback, customer feedback video, customer experience strategy, cem, voice of the customer, customer (..)

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.

VOC 59

VOC CEM Business Administration Machine Learning 59

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Looking for ways to tie compensation to VoC? Monetary bonus programs.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs. Market Research vs. Voice of the Customer (VoC). Let me explain. Market Research. Voice of the Customer.

VOC 225

VOC CEM Voice of the Customer Business Administration 225

PeopleMetrics

AUGUST 31, 2018

It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). A complete VoC program includes all touchpoints, including those that are product or digitally oriented. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 117

CEM Customer Service Touchpoint CX 117

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform. It is an absolute must. solicited.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Today, customer-facing teams know when a customer has a problem, and they’re able to use workflows in their VoC software platform to close the loop. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. All sophisticated VoC software platforms will have a text analytics module available. Machines (Text Analytics). Sean holds a Ph.D.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. Without help from a VoC partner, though, the task may look daunting.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. A good transactional VoC survey can be completed in a short amount of time. In any event, transactional VoC surveys should be no more than three to five minutes under any circumstances. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Following up on recover alerts is the heart of your VoC program. All professional VoC software platforms have sophisticated alert management capabilities that can streamline your recover alert processes within your organization. Why follow up? Alert Management.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. PeopleMetrics’ VoC software platform automatically makes the "pay it forward" process happen seamlessly. And if you focus only on recover alerts , that’s what it will be.

CEM 77

CEM VOC Business Administration Machine Learning 77