Customer Service Life

AUGUST 22, 2019

Listen to the voice of the customer (VOC). While you’ll mostly be looking at negative feedback, customers will occasionally provide constructive feedback on positive responses so don’t ignore those. Going back to the Wall Street Journal article, I hope you saw this sentence: “Mr.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

SurveySensum

DECEMBER 30, 2024

Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place. What makes NICE stand out is its unified approach to collecting, integrating, and analyzing customer feedback.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

C3Centricity

JUNE 2, 2021

Years ago we had a client selling new road construction materials to civil engineers to be included in the specifications. If you have any VOC research needs coming up in the B2B arena, please call me, Alan Hale at 847-800-1685 or email him at: Alanhale.consultant@gmail.com to see if we can add value. Price is associated with risk.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133

CX Journey

FEBRUARY 14, 2017

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience. then the question is poorly constructed. Poorly constructed questions result in responses that are not actionable; nobody really knows what they mean.

Construction 63

Construction VOC Voice of the Customer Customer Experience 63

Lumoa

FEBRUARY 9, 2023

Customer experience is constructed in direct or indirect interaction with your company but it always involves the subjective response of the customer. Voice of Customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Confirmit

JUNE 26, 2017

Leveraging Confirmit’s industry-leading CATI technology, The Bernett Group works alongside research suppliers and consultants to execute VoC and Market Research projects on your behalf.

VOC 40

VOC Construction Voice of the Employee Compliance 40

Lumoa

JANUARY 24, 2024

CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t). 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.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

SurveySensum

JANUARY 9, 2024

Constructive Feedback : Providing regular and constructive feedback is crucial for employee development. Use VoC Insights to Motivate and Engage Your Team Recognition of Effort : Acknowledging and rewarding effort, innovation, and commitment beyond just meeting numerical targets.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

ClearAction

MAY 24, 2016

You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few. Using B2B VoC to Transform Customer Experience. Industrial customers have a lot riding on most things they buy.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Lumoa

MARCH 20, 2018

Customer experience is constructed in a direct or indirect interaction with your company but it always involves the subjective response of the customer. voice of customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

SEPTEMBER 27, 2018

Understand Customers’ Realities : Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? Value Constructive Feedback : Value creation is strongest in company cultures where risk is tolerated and encouraged. If not, re-design it!

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Waypoint Group

JUNE 5, 2023

A section of the bridge shown collapsed during the ’89 earthquake and needed to be rebuilt… poor maintenance processes in construction met with turbulent times, so remember that bridges take work to build and maintain, but they pay off!”

Construction 52

Construction Sales Customer Experience VOC 52

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. Best Features It has an expertly constructed question bank to pose precise queries. SurveySensum SurveySensum is one of the most affordable market research tools out there. It helps you identify and understand your customer base.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Lumoa

MARCH 20, 2018

Customer experience is constructed in a direct or indirect interaction with your company but it always involves the subjective response of the customer. voice of customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

NOVEMBER 11, 2021

It is an AI-powered adaptive model that understands all the VOC data with exceptional precision and perception. Instant, constructive feedback system. Best features. Text Analytics. Data Management. You can handle complex data sets for a complete experience representation. Robust features with great insights. Flexible to use.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Waypoint Group

SEPTEMBER 4, 2019

Because Dennis and his team were routinely engaging customers through feedback (survey) tools, they received the constructive feedback in time to act before the customer had decided to consider another agency. However, in the survey another person in the account related her disappointment with the process. It’s a disaster!”

Net Promoter Score 40

Net Promoter Score Construction B2B Customer Feedback 40

Callminer

JULY 23, 2019

If you’re focused on getting the most out of every agent, no other contact center performance management tool or workplace incentive can hold a candle to an agent-level VoC program.” If you must provide constructive criticism, start the coaching session by praising the employee. The net effect is higher productivity, not lower.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

InteractionMetrics

APRIL 10, 2025

Voice of Customer (VoC) Surveys VoC surveys collect open-ended thoughts from customers on a broad scale. Workplace Safety Perception Surveys These surveys are critical for industries where safety matters mostmanufacturing, healthcare, construction, and beyond. Churn / Exit Surveys When customers leave, these surveys show why.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Healthcare Innovation 40

SurveySensum

NOVEMBER 22, 2024

Best features: Text Analytics : It is an AI-powered adaptive model that understands all the VOC data with exceptional precision and perception. So, it is ideal for big organizations. Let’s explore these pros and cons and the best features, in detail. Data Management : You can handle complex data sets for a complete experience representation.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

CX Journey

JULY 25, 2014

I look away from my neighbor and think: Boy, his company’s VoC/CX team has a problem. There’s a good chance that, despite your best efforts, at least some of your frontline staff hate your VoC/CX initiative, and frontline animosity can limit the efficacy of your efforts. What do they know about your VoC and CX initiatives?

VOC 65

VOC Net Promoter Score CX NPS 65