CX Accelerator

JULY 22, 2019

To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. Typically, a form designer creates web-based VOC surveys.

Contact Center 182

Contact Center VOC Net Promoter Score NPS 182

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience VOC Net Promoter Score Government 460

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

CX Accelerator

JULY 22, 2019

To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Customers are discussing a company's products and brand in real time.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

ECXO

MAY 25, 2023

How to effectively utilize existing customer information to improve your overall customer experience 3. Common mistakes to avoid when utilizing customer feedback to make informed business decisions 5. The application of advanced AI techniques to cluster and analyze customer data 6.

VOC 156

VOC CX AI Customer Feedback 156

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool.

VOC 100

VOC AI Text Analytics Touchpoint 100

eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints. Teach them to keep their word, something that failed in this case after 6 months.

CX 478

CX Close the Loop Legal Transportation 478

ECXO

MARCH 15, 2024

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. These are the seven sins that companies commit when it comes to customer experience.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)?

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. on a scale from 0 to 10) " after each customer purchase or interaction. So, what is the right way to collect customer feedback ? Customer experience is more like an iceberg. One more time, why should you collect text feedback rather than scores?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Foresee

MAY 12, 2021

Verint is recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021. The post New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management appeared first on Verint ForeSee.

Customer Feedback 94

Customer Feedback VOC CX 94

eglobalis

SEPTEMBER 16, 2024

Implementing real-time support systems, such as live chats or customer portals, can drastically reduce the time required to resolve issues. Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings.

B2B 382

B2B Customer Experience Touchpoint CX 382

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

CX Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. Why Is VoC Important?

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

ECXO

OCTOBER 7, 2024

I frequently encourage every member of the company to think from the customer’s perspective ensuring that customer satisfaction is embedded into the very fabric of the organization. 2. Understand Customer Needs and Expectations: Deeply understanding your customers is the cornerstone of effective CX leadership.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

Beyond Philosophy

OCTOBER 29, 2015

The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. The VOC is the Key. How are you listening to the VOC with your brand?

Customer Experience 154

Customer Experience VOC Education Voice of the Customer 154

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Customer Feedback 88

Customer Feedback Gambling Social Media VOC 88

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? Use Customer Feedback Surveys.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Futurelab

FEBRUARY 23, 2024

Feedback is not about the averages. When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). They were especially pleased with the page where we had grouped the results based on the contribution of the customers.

VOC 147

VOC B2C Manufacturing B2B 147

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

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

JANUARY 29, 2014

For others, frontline staff claim to know their customers better than any old survey could. But we now have an opportunity to truly leverage Voice of the Customer feedback by applying it to individual relationships and using these insights as the basis of coaching toward improvement.

VOC 96

VOC Sports Voice of the Customer Case Management 96

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences.

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. In This Article: What is Voice of Customer(VoC) and Why Is It Important? Verifying customer feedback.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

CX Network

JANUARY 23, 2023

Why brands need to consider both the rational and emotional when seeking to action customer feedback

VOC 97

VOC Customer Feedback 97

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Time to set new customer experience goals. What gets measured gets done.

CEM 122

CEM Customer Experience VOC Government 122

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. It’s tempting to start with VoC.

VOC 54

VOC B2B Customer Experience Close the Loop 54

SurveySensum

DECEMBER 22, 2022

Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . And that’s where VOC comes into the picture. So, what is VOC? Voice of Customer (VOC) – Brief. It helps you retain your customers.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Intercom, Inc.

MAY 22, 2019

While there’s always room for carefully executed customer surveys, companies need to think about creative ways to harvest customer feedback from all types of customer interactions. In the last year, we’ve really invested in machine learning and AI to shift the discussion from “What are my customers saying?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199