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.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. Everyone Wins with VoC. Switching from CSAT to VoC. Continuous.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

VOC 210

VOC CEM CX Customer Feedback 210

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. In many cases, the customer experience has completely shifted to digital modes. A Fresh Look.

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. They can be very helpful in connecting the dots and making sense of customer feedback.

VOC 82

VOC Legal CEM Pharmaceutical 82

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. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. If the customer answers, “Yes,” the recognize alert is triggered.

VOC 78

VOC Close the Loop CEM Business Administration 78

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. Video is what most engages customers. Contact PeopleMetrics: About the Author.

VOC 71

VOC CEM Business Administration Machine Learning 71

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? They are skilled in acquiring customers but they struggle a lot in retaining those customers. they aren’t listening to the customer feedback! For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche?

VOC 52

VOC Sentiment Analysis B2C Social Media 52

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?

VOC 61

VOC CEM NPS Business Administration 61

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

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 60

VOC CEM Business Administration Machine Learning 60

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.

VOC 70

VOC CEM Close the Loop Business Administration 70

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

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 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. In this PeopleMetrics LIVE! YouTube: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

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. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. A good transactional VoC survey can be completed in a short amount of time.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

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.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

NOVEMBER 9, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. 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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! YouTube: [link].

CX 77

CX Customer Experience CEM VOC 77

Lumoa

MAY 11, 2020

The term “ voice of the customer ” was first coined back in 1993 in an MIT Marketing Science paper written by Abbie Griffin and John R. The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

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. You should leverage positive customer feedback as well! You’re basically connecting the customer experience with employee engagement.

CEM 78

CEM VOC Business Administration Machine Learning 78

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

VOC 54

VOC CEM Business Administration Machine Learning 54

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. How RCA Works. Contact PeopleMetrics: About the Author.

CEM 87

CEM VOC Business Administration Machine Learning 87

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Experience Investigators

JULY 20, 2021

Typically, this means collecting customer feedback. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

PeopleMetrics

AUGUST 31, 2018

Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 117

CEM Touchpoint Customer Service CX 117

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. So why is it that two-thirds of VoC programs aren’t making a difference? What’s broken?

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. Technology has created a new age. 42 points worth!).

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

CEM 48

CEM VOC Business Administration Machine Learning 48