ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Conduct CSAT and NPS Surveys.

Customer Feedback 74

Customer Feedback Net Promoter Score NPS Voice of the Customer 74

SurveySensum

APRIL 28, 2025

Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. Let’s get started by first answering the most important question about closed loop feedback: what is it?

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This feedback helps inform how they operate going forward.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

DECEMBER 30, 2024

Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

PeopleMetrics

JUNE 12, 2015

So let’s take a look at why it's important to develop customer understanding before you jump into transactional customer surveys. Understanding helps you segment and prioritize your customer types. Customer understanding helps clarify what you’re trying to accomplish, and for whom. Instead, imagine it as a garden.

Voice of the Customer 114

Voice of the Customer Customer Survey Customer Experience Management Customer Experience 114

SurveySensum

OCTOBER 14, 2024

The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions. Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. But let’s first have a clear idea of what Voice of the Customer is.

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. What better way to include them than to actively involve them in improving the customer experience?

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

Shep Hyken

DECEMBER 27, 2022

.” “Having the ability to listen to customers at a large scale gives leaders the confidence that whatever strategies they are taking is backed up by data.” ” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.”

Healthcare 111

Healthcare VOC Customer-Centric Organization Voice of the Customer 111

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Whatsapp Surveys Starts at $99/month 4.7

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

InteractionMetrics

JULY 22, 2016

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. Look at your customer survey from many angles: The customer’s perspective—is it easy to take?

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

SurveySensum

JULY 27, 2023

Do you know how Amazon suggests the products that you totally love based on what you’ve bought and browsed? — By actively gathering and analyzing customer feedback to get insight into its customer’s preferences. That’s also the power of understanding customer feedback and data. And Netflix?

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

ClearAction

JANUARY 14, 2015

One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this. One in four B2B firms integrates customer feedback sources; 29% more are just starting this. Presentation of customer survey results to all employees.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 137

NPS Net Promoter Score Customer Satisfaction Customer Feedback 137

Experience Investigators

MAY 11, 2021

How each goal will be measured for success , based on both customer feedback and operational outcomes. Once you know where you’re going with customer experience, then it’s time to find the right tools to get you there. You want technology to enable: Customer feedback and Voice of the Customer programs.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

Fonolo

OCTOBER 18, 2017

Other key measures include demeanor (71%) and customer feedback (65%). Key findings: Among high-performing firms, 87% report leading-edge adoption of customer analytics, and 77% have deployed similarly advanced technologies or “voice of the customer” survey analytics. Making the Most of Customer Feedback.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Shep Hyken

JANUARY 25, 2022

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. When is the right time to send a survey? This episode of?

VOC 57

VOC Voice of the Customer Customer Feedback CX 57

RateMyService

NOVEMBER 22, 2021

Identify moments of truth Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer. Surveys were also used to capture Voice of the Employee. Drive improvements Rollout of key initiatives: 1. Built CX awareness 3.

Sentiment Analysis 52

Sentiment Analysis Customer Journey Map CX Voice of the Employee 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

JANUARY 20, 2020

Employees no longer feel tempted to tell customers what ratings to give. (“give us a 10” practice makes your survey lose its validity, and; it wastes all parties’ time and money). Use customer surveys to validate the workflow metrics tied to customer advocacy. 20) Manage CX as a Flow.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Totango

AUGUST 15, 2019

You may collect quantifiable data that tells you about the ways customers interact with your product or brand. You could have qualitative data that comes from customer surveys and tells you about their attitude regarding your brand. Evaluate the kinds of data you’re collecting.

Touchpoint 81

Touchpoint Gaming Voice of the Customer Customer Survey 81

PeopleMetrics

MARCH 1, 2017

Program the survey using a third-party, professional customer survey application. Pro Tip: While SurveyMonkey may be a viable option for your bank, working with a third-party vendor with proprietary survey software can convey professionalism to customers.

Net Promoter Score 72

Net Promoter Score Customer Feedback Start-ups Customer Survey 72

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. When I was back in corporate life, my role was to improve the Customer Experience. We undertook this customer survey every year, and then ignored it—every year. So, what can we do now?”

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

CSAT.AI

APRIL 5, 2023

Quality Management (QM): Monitoring, measuring, and improving the quality of interactions between customers and customer service representatives, and the overall customer service experience. Response Rate: The percentage of customer inquiries that receive a response from the customer service team.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before. Read the full answers here below.

CX 121

CX Customer Experience Education Machine Learning 121

ClearAction

AUGUST 2, 2016

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. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Experience Investigators

JUNE 18, 2024

When I ask about a budget for customer experience efforts, they say they don’t have one. When I ask about closing the loop on customer feedback, they say they haven’t quite figured that out yet. However, survey responses reflect what just a small group of customers think and feel. Reset your survey culture.

CX 52

CX Customer Experience Net Promoter Score Close the Loop 52

Execs In The Know

FEBRUARY 21, 2025

Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases. Mystery Shopping, on the other hand, offers an objective perspective, revealing potential issues that customers might not explicitly report.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases. Mystery Shopping, on the other hand, offers an objective perspective, revealing potential issues that customers might not explicitly report.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

InteractionMetrics

JUNE 16, 2016

To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information. This is a grave mistake because customer verbatims are—quite literally—the voice of the customer.

Unstructured Data 40

Unstructured Data Data Mining Voice of the Customer Customer Survey 40

PeopleMetrics

FEBRUARY 25, 2022

Over the long run, collecting feedback at critical points in the customer journey gives you the data and insights you need to make strategic and iterative improvements to your service. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71