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. What is a value chain? That is mutual value creation.

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? Start there and continue here in designing your VoC methodology: 9.

VOC 48

VOC Data Mining Finance Touchpoint 48

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 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Customer Experience Management is a journey.

CEM 122

CEM Customer Experience VOC Government 122

ClearAction

NOVEMBER 3, 2015

how the customer is doing. how to support customers’ goals. customers’ consequences. all customers. Customer comments are. customers’ behavior/ratings. VoC action plan progress. VoC action plan progress. are by customer or by department. Voc action. touch-points.

Customer Experience 101

Customer Experience VOC CXM Sports 101

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. For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis Social Media B2C 52

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

Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

CXM 78

CXM Data Mining VOC Education 78

ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. 1) Customer Experience Excellence as a Context. Every job exists thanks to customer funding. customer listening posts). If it’s Called Customer Experience, Why is it All About the Company?

CXM 105

CXM Customer Experience VOC Government 105

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

JUNE 16, 2016

If you’re in the habit of acting on feedback, you’re continuously acting on behalf of your customers. That habit is one that customers will notice. Customer experience companies call formal listening and acting software “ Voice of the Customer software ” or “VOC” for short.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

ClearAction

FEBRUARY 23, 2015

Yes, it's powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers? We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience!

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

PeopleMetrics

APRIL 12, 2017

For this reason, we're going to dig deeply into the various aspects of continuous, non-anonymous customer feedback programs. We'll also go over customer experience management solutions, including Voice of the Customer programs. 42 points worth!). What’s an Outcome Measure?

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

ClearAction

MAY 29, 2016

Since good customer experience is a matter of meeting or exceeding expectations of value, all of the value-creating, -delivering, -managing, and -enhancing areas of the company must be actively involved in customer experience management. How Marketing Can Excel in Customer Experience Management.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? customer experience metrics voc voice of customer'

VOC 77

VOC Gaming Start-ups Actionable Insights 77

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. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journey Map 118

Customer Journey Map Voice of the Customer Advertising/ Marketing VOC 118

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Strategy Prerequisite #5: Drive ROI.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

ClearAction

NOVEMBER 3, 2017

This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements. Go beyond traditional VoC.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

Lumoa

JUNE 30, 2022

Representing the voice of the customer. Voice of the Customer (or VoC) is a methodology used to understand how your customers feel about and experience your business. You can use every piece of feedback and interaction you have with a customer to build this understanding.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. Business results are correlated with coordination of customer experience management methods.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop VOC 73

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Where do you begin?

VOC 65

VOC Customer Journey Map Touchpoint Government 65

Experience Investigators

JULY 20, 2021

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? How Customer Experience Maturity Splinters.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

CXM 118

CXM Customer Experience CX Customer Experience Management 118

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Robust processes and tools are necessary for strategic action on VoC data.

CXM 67

CXM Customer Experience VOC Sports 67

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Retently

AUGUST 9, 2018

If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. Because it’s one of the best ways to increase customer satisfaction and trust in your brand. How Do You Define Voice of the Customer? Looking to run a VoC Research?

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Just what is it, anyway? Create processes for CX excellence facilitation and set expectations across the organization for involvement and follow-through.

Government 86

Government Customer Experience CXM VOC 86

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 54

VOC CXM Customer Experience Maturity Model Start-ups 54

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. A deep understanding of customer measurement (e.g., And, well, you’d be mistaken.

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81