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

APRIL 3, 2015

What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. You must have alignment between your actual candidate experience and your desired customer experience.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. I know it''s not.

Unstructured Data 82

Unstructured Data Customer Experience VOE Data Mining 82

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

DECEMBER 20, 2018

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine.

Voice of the Employee 40

Voice of the Employee VOE VOC Social Media 40

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. If you’re not a customer, maybe give us a call. Again, people as well as the tech.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52