CX Journey

DECEMBER 9, 2014

Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Unfortunately, so few companies actually close the loop with their customers. Christopher Reeve.

Close the Loop 69

Close the Loop VOC CX Customer Feedback 69

ECXO

MARCH 6, 2025

Voice of the Customer and Feedback Loops Listening to customers is at the heart of any customer experience initiative. A robust Voice of the Customer (VoC) program ensures that the CX transformation is guided by actual customer insights rather than assumptions.

CX Transformation 339

CX Transformation B2B CX Government 339

CX Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Only using structured data in your VoC initiatives is like having a one-sided coin.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program. How will you close the loop with the customer? Related Article: Improve Your VoC Program: Focus on These 3 Things.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. Closing the loop with your customer means going a step beyond just gathering and analyzing survey response data. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

JUNE 16, 2016

We call that “ closing the loop.”). Customer experience companies call formal listening and acting software “ Voice of the Customer software ” or “VOC” for short. VOC helps you get closer to the viewpoint of your customers, so you can use it to improve the way you do business. I’ll even give you three reasons why: 1.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Experience Investigators

JULY 20, 2021

Closing the loop with customers in a consistent way. Empowering employees to make better decisions based on the Voice of the Customer (VoC) program. Is anyone actively responding to customers, acting on feedback, or closing the loop? Ensuring feedback requested is tied to actions and outcomes.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

CX Journey

DECEMBER 27, 2017

There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Some of the most-egregious VoC program fails happen after the feedback is received. Why is that? What's going on? right up until now.)

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

SurveySensum

DECEMBER 22, 2022

And that’s where VOC comes into the picture. So, what is VOC? Voice of Customer (VOC) – Brief. And a VOC program helps businesses gather customer feedback through multiple channels and enable customer-centricity across the organization. . That’s why an efficient VOC program is critical for any business. —

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program. How will you close the loop with the customer? Related Article: Improve Your VoC Program: Focus on These 3 Things. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Experience Investigators

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. However, how VoC data is collected, analyzed, and acted upon has changed. Plus, look at how to create a VoC strategy from scratch in five simple steps. VoC analytics improves products, services, and processes to meet consumer expectations better.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Customer Service Life

AUGUST 22, 2019

Listen to the voice of the customer (VOC). Close the loop — Remember that, especially with dissatisfied customers, these are opportunities to take a difficult situation and try to make it right. Also, be sure to close the loop with your agents, coaching them on they can do differently the next time.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Lumoa

FEBRUARY 9, 2023

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. This type of survey is a great way to close the loop on customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? This week's #CXChat (they happen weekly on Wednesdays at 11am PT) is all about closing the loop with customers on their feedback, and I thought it would be a great opportunity to write again about the importance of doing so.

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Close the Loop VOC CEM Start-ups 50

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. By closing the loop, you acknowledge customer concerns, resolve issues, and show them their voice matters.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. 3: Close The Loop With Customers .

Gaming 69

Gaming VOE VOC Close the Loop 69

Bill Quiseng

OCTOBER 14, 2019

Throughout her 20+ career, Stacy has gained expertise in developing and launching revenue-producing marketing campaigns, Customer Experience (CX) programs, and Voice of Customer (VOC) initiatives, as well as maximizing conversions through proven optimization techniques.

Close the Loop 16

Close the Loop VOC B2C B2B 16

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

DECEMBER 11, 2016

CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. Close the loop internally and externally to prevent recurrence of hassles. Every one of the strings and keys must be in-sync, no exceptions. 1 They’re all parts of a whole. Establish triggers that indicate a customer’s readiness.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop VOC 73

Lumoa

APRIL 24, 2018

The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level. However, the Net Promoter System — which includes things like the timing of surveys, transactional versus relational NPS, and closing the loop — can be an effective approach to improving customer experience.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

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. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Zendesk

DECEMBER 6, 2021

Of course, listening to customers with an ongoing Voice of the Customer (VoC) program is another way to stay connected to their experiences. Integrate customer feedback into the work cycles of your organization so teams take actions to address customer issues and close the loop with the customer.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

SurveySensum

FEBRUARY 24, 2025

SurveySensums AI-powered Text and Sentiment analytics software helps businesses listen to 360-degree VoC across multiple channels – including in-app feedback, chats, Play Store reviews, emails, surveys, and more. STEP 4: Close the Loop With Real-time Ticketing System Dont just analyze feedback take action.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program.

VOC 48

VOC CX Close the Loop Social Media 48

CX Journey

JULY 10, 2014

Then close the loop on your own change management process: track and measure your efforts in order to maintain a continuous improvement cycle. Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. And no matter what, it’s important to close the loop with the customers who participated in interviews. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways?

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Lumoa

JANUARY 24, 2024

Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC. Lumoa lets you track VoC across multiple channels and monitor customer journeys as they progress.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. How you approach CX and VoC will vary depending on your business context. Remove internal silos that impede improvements.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Experience Investigators

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. You can state how you believe this visibility will speed up the way the organization can close the loop with customers. The one thing they all have in common? And that leads to more retained revenue.)

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94