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

Zonka Feedback

AUGUST 26, 2021

And the bridge between customers’ expectations and excellent customer experiences is an intelligent VoC program! A VoC program leverages different channels to listen to what customers across the market prefer and expect.

Customer Survey 52

Customer Survey VOC Customer Expectations Customer Experience 52

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. The best VoC programs use both.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

Zonka Feedback

JUNE 22, 2023

Unlocking the secret to exceptional Customer Experiences lies in listening to the voice of your customers. Let's learn VoC Survey Questions to gain customer insights and elevate customer experience.

Customer Survey 52

Customer Survey VOC Customer Experience 52

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

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. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business.

VOC 88

VOC Unstructured Data Customer Feedback Net Promoter Score 88

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Plus, look at how to create a VoC strategy from scratch in five simple steps.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

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. SaleMove; Twitter: @salemove.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

Zendesk

MARCH 31, 2021

The results impact an agent’s customer satisfaction score, a numerical value also known as CSAT. Watch this video about using simple CSAT surveys to get customer feedback: Customer surveys are used for many different reasons, including measuring customer satisfaction, market research, or gauging expectations.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Shep Hyken

DECEMBER 27, 2022

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is meant by customer centricity? Why is voice of customer so important? Are customer surveys worth it? What does the voice of the customer mean in business? What is the difference between VoC and CX?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. How do you ensure a high response rate?

CX 62

CX Customer Experience VOC Customer Survey 62

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? Top 11 voice of the customer tools in 2022.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC 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

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

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? You get what you ask for.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

Waypoint Group

JANUARY 2, 2018

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” The post Great way to increase your B2B NPS/Customer Survey Response Rates appeared first on Waypoint Group. A well-oiled program will see participation (i.e. response) upwards of 80%+ at the contact-level, and […].

NPS 40

NPS B2B Customer Survey VOC 40

CSAT.AI

APRIL 5, 2023

User Experience (UX): A customer’s overall experience with a business that involves every aspect of interaction with a product or service offering. Voice of Customer (VoC): VoC represents the voice of the customer collected through customer surveys, feedback and other methods.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

JANUARY 24, 2024

Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC. This means not just listening but also interpreting and acting on what customers are communicating.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

eglobalis

OCTOBER 9, 2024

Limited Market Potential If a feature request only benefits a small niche of customers, it may not generate enough value to justify the development time and cost. Serving one segment at the expense of the broader customer base can be risky.

Customer Feedback 436

Customer Feedback Innovation Compliance B2B 436

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? You get what you ask for.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

Shep Hyken

JANUARY 25, 2022

Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience. This episode of?

VOC 57

VOC Voice of the Customer Customer Feedback CX 57

Confirmit

JUNE 4, 2018

The why, what and how of running a VoC program. Companies have talked about the Voiceof the Customer for years, and VoC has become engrained in many an organization's lexicon. So why do we need a VoC guide? But, as we all know, that’s not the case.

Voice of the Customer 40

Voice of the Customer VOC Compliance Touchpoint 40

CX Journey

MAY 23, 2018

Why don't companies act on the feedback or close the loop with customers? I've got a few thoughts on that: At Some Point, You Have to Stop Listening Two Major Flaws of Your Customer Listening Efforts Today's VoC Program Challenges A closed-loop feedback process begins with feedback. Thank customers for their feedback.

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Voice of the Customer 40

Voice of the Customer VOC NPS CX 40

PeopleMetrics

FEBRUARY 25, 2022

Define the specific experiences, touchpoints, or "moments of truth" in your customer journey that you want to learn more about and improve. Measure your performance using customer surveys. What do customers think about the current state of the experience or touchpoint? Voice of Customer (VoC) or customer listening.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

Totango

OCTOBER 23, 2020

All logged interactions a customer has had with your entire organization. Customer feedback such as customer survey responses and satisfaction scores from various survey tools. . KPIs help gauge how effective your onboarding process is at producing customer satisfaction. Support tickets and status updates.

VOC 72

VOC Net Promoter Score Start-ups NPS 72

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) These methods give you a complete picture of what customers think.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

ClearAction

AUGUST 21, 2016

What was so different, compared to nearly everyone managing customer experience today, was this: in our customer experience measurement program, VoC took a front seat to informing us about customers’ realities, but VoC took a backseat to monitoring our progress, in favor of tracking what we were doing about it!

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Hence, a VoC portfolio is needed. B2B Customer Experience Management: Do This, Not That.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

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

SurveySensum

OCTOBER 4, 2023

Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. SurveySensum SurveySensum is a robust survey tool tailored for the automotive industry, designed to transform customer feedback into actionable insights. This helps automotive businesses to thrive.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer

VOC 40

VOC Voice of the Employee Voice of the Customer Customer Survey 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer

VOC 40

VOC Voice of the Employee Voice of the Customer Customer Survey 40

Confirmit

DECEMBER 17, 2018

Working closely with Confirmit, Bupa Global has built a solution that enables; A clear, single view of all ongoing customer surveys. One-click access to customized interactive dashboards. Access to live customer comments and text analytics. Provide access to VoC data to over 100 employees across Bupa Global.

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107