CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

ECXO

MARCH 6, 2025

A robust Voice of the Customer (VoC) program ensures that the CX transformation is guided by actual customer insights rather than assumptions. Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

MARCH 6, 2025

Net Promoter Score (NPS) is useful, but it reflects the customers overall sentiment about your company or the overall relationship you have with the customer but not their most recent interaction. AI can help but shouldnt be solely relied on to drive your VoC strategy (or your career for that matter).

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Customer Think

NOVEMBER 8, 2022

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Across all industries, companies use metrics such as the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) and to […].

VOC 118

VOC Net Promoter Score CXM NPS 118

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers.

NPS 118

NPS AI Net Promoter Score E-commerce 118

ECXO

MARCH 15, 2024

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. Keeping an updated VoC program is also necessary to understand the customer’s full story.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Callminer

FEBRUARY 5, 2020

Net Promoter Score (NPS). Voice of the Customer (VoC). Ideally, VoC solutions leverage data gathered from multiple sources, including phone calls, chats and completed surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Lumoa

FEBRUARY 9, 2023

Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty. Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. We’re not going to make you think up an entire “Voice of the Customer” (VoC) program.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? Many organizations have attempted to implement the metric as part of their VoC programs and have found it to be irrelevant for their demographic. NPS still has value.

CX 140

CX Net Promoter Score NPS Contact Center 140

Lumoa

MARCH 20, 2018

net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric. The Net Promoter Score is often called " The Only Number You Need to Grow ". The score should be above 0. A company usually follows a set of KPIs.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

FEBRUARY 13, 2018

Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. Capturing VoC (Voice of Customer) data, but not using it to influence customer conversations, is a short road to customer experience failure." There's a company X that collects customer feedback. But guess what?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

CSAT.AI

APRIL 5, 2023

Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., Bain & Company, Inc.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS has become so popular, and so widely used, that it truly has become the ultimate question in the VoC world. This is why this lesson is so early in the book.

NPS 70

NPS Net Promoter Score VOC CEM 70

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

Totango

JUNE 4, 2019

That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. There are two elements to successfully leveraging Voice of Customer (VoC) information. After all, the challenge of VoC is to balance a high-volume of information with a personalized response.

VOC 83

VOC Net Promoter Score Customer Feedback Customer Retention 83

Execs In The Know

APRIL 8, 2022

CLV may appear to be closely related to other metrics, such as net promoter score (NPS) and CSAT (customer satisfaction), on the surface. Why measure customer lifetime value?

Net Promoter Score 98

Net Promoter Score Contact Center Omnichannel NPS 98

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 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Lumoa

MAY 11, 2020

The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Among my clients, the companies with thriving CX programs and high Net Promoter Scores are going above and beyond the standard practices of gathering feedback by building loop closing into their programs. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities. Bain & Company, Inc.,

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Totango

FEBRUARY 19, 2021

Net Promoter Score (NPS). Net Promoter Score has become the gold standard for measuring customer satisfaction. What constitutes a high NPS score varies by industry, so you should gauge yours based on your market. Putting Your Customer Satisfaction KPI Data into Action.

Customer Satisfaction 64

Customer Satisfaction Net Promoter Score VOC NPS 64

Zendesk

MARCH 31, 2021

A Voice of the Customer program , or VoC program, is the primary hub of all customer feedback about a business, according to Lisa Hayes, director of the Voice of the Customer program at Zendesk. A VoC program is one way to ensure a streamlined process for managing customer feedback. CSAT score. NPS, or net promoter score.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

SurveySensum

OCTOBER 14, 2024

Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. Here are some key reasons why VoC surveys are important: 1. And this is where launching VoC surveys becomes important. This also allows companies to tailor their offerings and meet their expectations.

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

SurveySensum

JANUARY 5, 2024

These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. But the challenge is – How do we gather these VoC insights from the knowledge base? Launch VoC Survey with SurveySensum! Let’s dive in! What to Do with this Feedback?

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

SurveySensum

SEPTEMBER 30, 2019

Customer relationship team and CX go hand in hand: Create a customer experience strategy to ask for feedback and make Net Promoter Score a key performance index for front-line managers who are directly interacting with customers. Image Courtesy: PWC. 5 Quick Ways about How your Organization can celebrate CX Day.

Net Promoter Score 69

Net Promoter Score E-commerce CX Customer Experience 69

CX Journey

AUGUST 6, 2015

With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. customer effort score? net promoter score? Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? or something else?

Net Promoter Score 67

Net Promoter Score VOC CX NPS 67

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Then we divided the answers according to the categorisation of NPS - into promoters, passives and detractors. CX blog linkedin twitter Why? "I

NPS 126

NPS CX Net Promoter Score Close the Loop 126

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. ‘And

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

ClearAction

JANUARY 6, 2021

This is success-limiting because Net Promoter Score® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. Relevance means each functional area readily recognizes VoC as useful to their specific role.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. The objective - to become the most customer centric distribution organization in the world.

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

ClearAction

DECEMBER 11, 2016

CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. 1 They’re all parts of a whole.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop VOC 73