Confirmit

MARCH 6, 2019

My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ? Yes, a boost to NPS® is lovely, and we certainly want to hear about that. How is it helping you to achieve corporate goals?

VOC 40

VOC Voice of the Employee Voice of the Customer NPS 40

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you have numbers to support your program – not just NPS or Customer Effort scores, but financial or operational results to share, Business Impact is the place for you!

VOE 40

VOE Voice of the Employee Text Analytics Voice of the Customer 40

Confirmit

JUNE 15, 2017

Success stories were very much the focus of the next presentation as Linette Myland of Siemens Corporation shared their approach to capturing the Voice of the Customer. They also talked about key Moment of Truth in the B2B customer relationship and the importance of identifying patterns of behaviors around those moments.

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

FEBRUARY 7, 2019

While we’re always more than happy to see an uptick in NPS or a bump in customer satisfaction scores, what really makes our judges’ hearts sing is seeing how the Voice of the Customer (or indeed Employee) is being used as a catalyst for change in a business. It’s pretty straightforward, though.

Voice of the Employee 40

Voice of the Employee Voice of the Customer NPS Customer Satisfaction 40

Confirmit

JUNE 7, 2017

While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program. Voice of the Customer Best Practices. These things matter. Show us the money!

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Confirmit

SEPTEMBER 11, 2017

Which brings me neatly onto our featured customer case study for this week. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Which brings me neatly onto our featured customer case study for this week. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

FEBRUARY 25, 2019

A safe bet in most case is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Can I enter multiple categories?

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Qualtrics

SEPTEMBER 23, 2019

Foundational voice-of-the-customer (VoC) programs focus on “crawling”, and once you start to “walk” that executive/leader engagement is critical. Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. Its NPS went up double digits, too, as a result.

Net Promoter Score 20

Net Promoter Score VOE CX VOC 20

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. The platform even analyzes employee feedback to tackle service gaps and drive cultural changes that improve both frontline retention and customer satisfaction.

CX 52

CX Social Media Contact Center Compliance 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40