ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. Additionally, a well-executed VoC initiative also helps in enhancing customer retention, resulting in higher customer loyalty scores, reduced customer turnover, and increased customer lifetime value through repeat purchases.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

ClearAction

JANUARY 6, 2021

Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas. Relevance means each functional area readily recognizes VoC as useful to their specific role. Vital means each role appreciates VoC as an instrumental guide to their job performance.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

MAY 24, 2016

Roles often include project manager, foreman, estimator, purchasing manager, general manager, facilities, IT, legal, and manufacturing. Procurement typically pursues attractive terms, handles the purchase orders and other paperwork, and works with Legal to minimize risk. Using B2B VoC to Transform Customer Experience.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

DECEMBER 31, 2017

1) Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? 2) Is your VoC approach designed to inform every functional area and business ritual (budgeting, planning, reviews, development, advancement, rewards, etc.) If not, re-design it!

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

ClearAction

JULY 28, 2023

They need to tailor insights to Legal, Finance, Facilities, Procurement, and so on. Go beyond data sharing via VoC dashboards. Your CX data must inform your entire organization. Show them what they need to do to (a) stop prevalent customer issues from recurring and (b) prevent customer issues from occurring.

CX 62

CX Customer Experience Data Mining Legal 62

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

CX 52

CX VOE VOC Voice of the Customer 52

DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Waypoint Group

JUNE 13, 2018

Perhaps you’re working on behalf of power users, architects, IT managers, procurement and legal folks, etc. Who is “the customer?” Are those contacts * exclusively * your customer?

CX 40

CX NPS Legal Voice of the Customer 40

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

VOC 81

VOC Legal CEM Pharmaceutical 81

eglobalis

DECEMBER 11, 2024

By engaging customers through various channels such as Customer Data Platforms (CDPs) and Voice of Customer (VoC) programs, businesses can gather comprehensive feedback and tailor their CX strategies accordingly. Robust data governance practices are necessary for legal and ethical compliance.

CX 389

CX Customer Journey Map Compliance Social Media 389

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. Writing this series has been one of the most energizing projects of my career. Check out the complete series below!

AI 62

AI VOC Text Analytics NPS 62