ECXO

MARCH 21, 2023

We did this several times in many divisions in different lines of businesses of Samsung, one of our main customers. Again, this is easy to write, but can be difficult to do–but it is possible!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. Failing to view it as a continuous process Your VoC program is all about continuous improvement. What are you going to do with it? Keep the conversation going!

VOC 54

VOC Close the Loop Touchpoint Social Media 54

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? There are many metrics to consider as part of your VoC program, but Bain & Company’s Net Promoter SystemⓇ and Forrester’s Customer Experience IndexⓇ stand out as the gold standard top-line metrics in the CX industry.

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

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Representing the voice of the customer.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. 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 analytics improves products, services, and processes to meet consumer expectations better.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. You start forgetting what your main focus is, and that’s winning and helping your ball club to win. customer experience metrics voc voice of customer' Amen to that!

VOC 77

VOC Gaming Start-ups Actionable Insights 77

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. VoC or Voice of the Customer is a term used in business to refer to data about clients’ preferences, aversions, and expectations. VoC Data Can Improve Marketing Campaigns.

Voice of the Customer 88

Voice of the Customer Customer Feedback CEM Net Promoter Score 88

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Keep customer trends in mind. One such example is CallMiner.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

CX Journey

JULY 9, 2015

You know the main ones. Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Think those are the only voices you should be listening to in order to improve the customer experience?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

ECXO

JULY 8, 2024

The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts. Feedback and Adaptation: Continuous feedback loops and iterative design processes allow for the refinement of digital products based on real user interactions and feedback in parallel with VOC and data.

Touchpoint 156

Touchpoint Technology Technology VOC 156

Totango

FEBRUARY 14, 2020

Attracting new leads is their main forte. Customer Success is your direct line to the voice of your customer (VOC). A marketing team is responsible for telling the story of your brand to your target audience in a way that not only piques their interest but motivates them to buy.

VOC 99

VOC Customer Relationship Start-ups Gaming 99

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. Failing to view it as a continuous process Your VoC program is all about continuous improvement. What are you going to do with it? Keep the conversation going!

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Help Scout

SEPTEMBER 14, 2021

There are three main reasons: It helps attract and retain customers. First, someone needs to be the main owner for customer service. Another useful tool to put customer service in the spotlight is through a voice of the customer (VoC) report. A VoC report highlights the general sentiment among customers.

Customer Service 128

Customer Service VOC Start-ups NPS 128

Execs In The Know

MARCH 14, 2025

Era Ziroe , KeyBanks Senior Vice President of Client & Employee Experience, stepped onto the main stage to close out the first day of the Customer Response Summit (CRS) in Clearwater Beach, FL, with a fantastic keynote. She wasnt here to talk about theories, abstract KPIs, or overused platitudes about the future of banking.

CX 81

CX VOC Actionable Insights Innovation 81

Totango

FEBRUARY 5, 2021

How many escalations do we currently have? ? How much money is at risk? ? What are the main reasons for escalations? ? Status of accounts. ? Reasons for escalation. . Voice of Customer (VOC) Metrics. ? Are customers happy with our products?

Net Promoter Score 73

Net Promoter Score VOC Customer Feedback Innovation 73

Lumoa

FEBRUARY 9, 2023

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? Voice of Customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

SurveySensum

DECEMBER 30, 2024

Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place. SurveyMonkey SurveyMonkey ranks pretty high among CustomerGauge alternatives. What makes NICE stand out is its unified approach to collecting, integrating, and analyzing customer feedback.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ClearAction

JANUARY 6, 2021

The main points are to contrast customers’ expectations versus their perceptions, whether pictorially, textually, by video, or any other format — and then, most importantly, to sustain resolution of key issues for the benefit of your whole customer base. They’re nice-to-have, not must-have.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Confirmit

MARCH 6, 2017

These are the “best of the best” and are hand-selected by our VoC team for special recognition. If you are running a VoC program for a client – yes! Find more reasons here. You can also see what past winners have said here. Should I plan my answers in advance? Definitely! You can see a sample submission form here.

VOC 49

VOC Voice of the Customer Voice of the Employee Customer Experience 49

Lumoa

MAY 5, 2022

The main responsibility belongs at the very top and in the management team. This will often involve the need for interdisciplinary collaboration with different providers of different services such as cloud solutions, Voice Of The Customer (VOC), artificial intelligence, data analysis, UX design, HR etc.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

DMG Consulting

FEBRUARY 25, 2019

The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. VoC Unfiltered. They can mine customer interactions from all channels, including social media, to capture the voice of the customer (VoC) firsthand.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. This is one that unfortunately gets ignored in customer feedback, lost in the daily tasks and to-do lists, but is important enough to be the second KPI on your VoC dashboard.

VOC 61

VOC NPS B2B Non-Profits 61

Zendesk

JANUARY 30, 2023

There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) , and a company-wide determination to excel. In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece—VOC.

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

Customer Think

OCTOBER 1, 2023

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [.]

VOC 40

VOC CX Customer Experience 40

CX Journey

MARCH 13, 2018

They cited two key reasons: They referred to the first reason as "a business paradox," where companies' growth initiatives hurt their main source of sustainable growth: loyal, profitable customers. Why does the gap exist? Remember that this was 2005. As I read the article, I had already written down my thoughts on why this gap exists.

CX 69

CX VOC Customer Experience Customer Expectations 69

Confirmit

OCTOBER 18, 2018

Preventing customer churn is also in essence the main objective of most customer experience programs, and often the most tangible one as linking customer loyalty to revenue from repeat business and positive word of mouth is a well-established way to fund CX improvement efforts, like the development of a new customer loyalty program.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

Lumoa

MARCH 20, 2018

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? voice of customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. Those are the main four, but I always love to end with these two: If you had a magic wand, what would you change about the experience? Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

InteractionMetrics

JUNE 20, 2019

Martha suggests this is for two main reasons. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback. Studies find that executives vastly overestimate the quality of their customer experience. First, companies tend to over rely on customer satisfaction surveys.

Net Promoter Score 40

Net Promoter Score VOC Customer Feedback Customer Satisfaction 40

Lumoa

APRIL 24, 2018

But, NPS can also be misleading if it's not a part of a more comprehensive VoC program amongst other measurement tools and metrics and ideally this VoC program to be part of a complete " Market Information System ". My main problem with NPS is that it is pseudo-science packaged as a sophisticated tool. Let me explain myself.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

JANUARY 19, 2023

Now that you know how to look at customer experience tools holistically, here is a brief review of the main areas where tools are available. Throughout all touchpoints and channels, the User Experience Specialist is responsible for creating an enjoyable, seamless, and intuitive customer experience.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Waypoint Group

JULY 18, 2018

In this specific VOC example, the NPS efforts were very effective at getting us data on product related issues and we suspected this would be the case from the on-set of the program. Based on my experience, the importance of gathering VoC extends to more than just retention and upsell opportunities. Customer Success.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

SurveySensum

FEBRUARY 11, 2022

Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . It offers a Voice of the Customer (VoC) feature that alerts and allows everyone to listen, comprehend, and impart customer stories. . So, why are people switching to Medallia competitors? Best features. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

NOVEMBER 8, 2023

Here are the main benefits of implementing automated customer support: 24/7 customer engagement : Automated customer support systems offer 24/7 assistance. One effective way to gather VoC is by collecting real-time customer feedback during interactions. This helps minimize wait times and improves overall customer satisfaction.

CX 52

CX Customer Experience Artificial Intelligence NPS 52