CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

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

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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. Where and when to ask for it.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

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

eglobalis

JULY 2, 2024

It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences. In CX, the same applies to CSAT, CES, and whatever. Revenue Growth: Tracks growth directly attributed to customer experience initiatives.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

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

CX Network

SEPTEMBER 26, 2023

How to implement a successful Voice of the Customer program in 5 steps

Voice of the Customer 107

Voice of the Customer VOC 107

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As the headline says, the majority of all VOC programmes are conceived and implemented in such a way that they don’t deliver the ROI they could (and should).

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

CX Network

OCTOBER 5, 2023

CX Network's guide to Voice of the Customer (VoC) programs

Voice of the Customer 64

Voice of the Customer VOC CX 64

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Beyond Philosophy

APRIL 17, 2015

Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

VOE 148

VOE VOC CX CEM 148

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

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

Futurelab

MARCH 8, 2024

One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it.

VOC 162

VOC Voice of the Customer CX 162

Experience Investigators

JULY 20, 2021

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. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

cxservice360

SEPTEMBER 16, 2021

Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and.

Voice of the Customer 52

Voice of the Customer VOC Customer Service CX 52

Beyond Philosophy

OCTOBER 29, 2015

The VOC is the Key. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a. How are you listening to the VOC with your brand?

Customer Experience 154

Customer Experience VOC Education Voice of the Customer 154

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

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). To build this trust: Establish a Customer-Centric Approach: Incorporate the voice of the customer (VOC) from the outset to address privacy concerns and build transparent practices.

AI 97

AI Artificial Intelligence CX VOC 97

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. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Government 122

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

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

VOC 97

VOC Voice of the Customer B2B CX 97

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? Are you planning to implement a VOC program? . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! What is the Voice of the Customer? Are my customers loyal enough?’ ‘How

VOC 98

VOC Social Media B2C Voice of the Customer 98

Foresee

JULY 28, 2021

Verint has earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) platforms—one of only two providers to earn the top spot in the VoC platforms research and ranking. The value of the MetriStar award […].

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

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? What matters most is driving customer experience excellence. That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

MyCustomer Experience

JULY 23, 2021

IWhen was the last time you reviewed and assessed your Customer Experience (CX) or Voice of the Customer (VoC) program? If your answer is “. 2nd Sep 2021. By Alchemer.

CX 75

CX VOC Voice of the Customer Customer Experience 75

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

Experience Investigators

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. As a CX leader, you were able to establish a strong foundation for success in the first few months of the year. . Related Resources: [Guide] CX Mission Statement Workbook.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

VOC 88

VOC CX NPS Hospitality 88

ClearAction

FEBRUARY 23, 2015

Yes, it's powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers? We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience!

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. Lack of good data.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Confirmit

DECEMBER 17, 2018

Over the past few years, focus on Customer Experience and Voice of the Customer programs has increased dramatically. 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.

Voice of the Customer 40

Voice of the Customer VOC NPS CX 40

Confirmit

JUNE 10, 2018

Voice of the Customer (VoC) programs are the path to delivering enhanced customer experiences, engaging employees, and driving business improvement. They provide early warning signs of discontent and provide a clear direction for customer retention as well as a way to measure customer loyalty.

Voice of the Customer 40

Voice of the Customer VOC Customer Retention Customer Loyalty 40

ClearAction

FEBRUARY 26, 2015

Use icons and color-coding as shorthand to save space in conveying the customer experience, in order to make space for the "so what" Over time, super-impose other business intelligence on the map, such as quantification of the problem/consequences to all parties, customer ratings from other voice-of-the-customer sources, etc.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

ClearAction

FEBRUARY 27, 2015

In this sense, innovations are not just new revenue streams, but also new ways to enhance the customer experience (differentiate your company), before, during, and after purchase or touch-points. Adjust your voice-of-the-customer methods to reflect what you've learned about customers' realities, expectations, and preferences.

Customer Journey Map 118

Customer Journey Map Voice of the Customer Advertising/ Marketing VOC 118