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

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Intercom, Inc.

MAY 22, 2019

Here are five quick takeaways: To be truly customer centric , companies need to break down organizational silos, understand how to collect feedback at the right time in the right place and invest in cultural transformation. What’s keeping companies from prioritizing customer experience? and “Why are they doing it?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. Set up listening posts where it matters.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

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

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

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

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?

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. What is VoC? CSAT, NPS) and other feedback channels.

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A deep understanding of customer measurement (e.g., How long should a transactional customer feedback survey be?

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

Lumoa

MAY 11, 2020

This highlights the need for exceptional experiences for long-term success for both the customer and the business by building a voice of the customer program. Does the idea of spending less while also keeping your customers and employees happy appeal to you? In This Article: What Is a Voice of the Customer Program?

Voice of the Customer 78

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

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

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. Instead, they listened to the voice of the customers, thus saved money and made their customers happy. Listening to the voice of the customer is no longer an option, but a necessity.

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

Customer Think

OCTOBER 1, 2023

When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity.

Voice of the Customer 78

Voice of the Customer VOC Omnichannel Customer Feedback 78

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

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

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

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

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? That’s customer-centricity. Pace Asking and Acting. Cash in the Attic.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

PeopleMetrics

NOVEMBER 17, 2014

That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review. If you’re thinking about using VOC and VOE to supercharge your performance reviews, these Do’s and Don’ts should help. Do – Source both VOC and VOE programs.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

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

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. Poor program design: Many Voice of Customer (VoC) programs are not designed well. Retain Customers?

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

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

PeopleMetrics

JANUARY 29, 2014

” With simple tools to listen to customers we now have a powerful, honest source for coaching and feedback on team and individual performance – the Voice of the Customer. For others, frontline staff claim to know their customers better than any old survey could. How about a game of one-on-one?

VOC 96

VOC Sports Voice of the Customer Case Management 96

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. 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. Time to set new customer experience goals.

CEM 122

CEM Customer Experience VOC Government 122

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? Ready to dive in?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

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. VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

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

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.). Radical changes in VoC management are necessary.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Experience Investigators

JULY 20, 2021

Let’s look at a common example scenario: First, it starts with an idea: customers are important! 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.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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

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

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

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? …is always right.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

PeopleMetrics

FEBRUARY 27, 2014

A number of companies have taken it upon themselves to create Customer Experience rooms – a place where executives, managers and employees can see the customer experience. Artifacts of the experience along with customer personas, customer feedback, VOC insights and scores are presented in a single space.

VOC 109

VOC NPS Voice of the Customer Customer Feedback 109