Confirmit

SEPTEMBER 22, 2019

NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. Customer feedback identified and drove product improvements, leading to NPS of +53. Mars, Incoporated uses Voice of the Employee to build senior talent on a global scale.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 6, 2019

There are six categories available and it pays to take a good look at the options… Almost all of the categories (except Voice of the Employee) are suitable for VoC or Customer Experience (CX) programs, so it’s wise to see which will help you show off your program at its best. Which other teams are you sharing insights with?

VOC 40

VOC Voice of the Employee Voice of the Customer NPS 40

Confirmit

MARCH 13, 2018

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! Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you.

VOE 40

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

Confirmit

JUNE 15, 2017

Siemens has been working to put the customer at their heart of their business for several years and now has a sophisticated program that incorporates both relationship and transactional surveys, closed loop processes, Voice of the Employee and NPS ® best practices. Voice of the Customer Company. and Fred Reichheld.

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

SEPTEMBER 11, 2017

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. Which brings me neatly onto our featured customer case study for this week.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

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. Which brings me neatly onto our featured customer case study for this week.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

FEBRUARY 25, 2019

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. CX metrics such as NPS are good, but if you can demonstrate clear link to business results, you’ll be in the running for a Judges’ Choice award! Finally, use numbers.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Confirmit

JUNE 7, 2017

Really inspiring stories of changes to corporate culture and how Voice of the Customer and Voice of the Employee programs are empowering employees to do the right thing. All the entrants have plenty of anecdotal evidence to share – and it is great stuff. These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Qualtrics

OCTOBER 24, 2019

The material you use to shape your training could include things like customer survey data about a given experience, traffic patterns and visit duration data, individual customer testimonials and NPS before during and after the holiday period. ??You You may also be taking on new or temporary staff to handle the peak season.

CX 32

CX Entertainment Hospitality Hospitality 32

Qualtrics

SEPTEMBER 23, 2019

Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location.

Net Promoter Score 20

Net Promoter Score VOE CX VOC 20

Qualtrics

OCTOBER 15, 2019

The material you use to shape your training could include things like customer survey data about a given experience, traffic patterns and visit duration data, individual customer testimonials and NPS before during and after the holiday period. You may also be taking on new or temporary staff to handle the peak season.

CX 20

CX Entertainment Hospitality Hospitality 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

Take action, at a tactical and strategic level, in order to use the Voice of the Customer to make improvements. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. How Do You Build a Voice of the Customer Program? Contact Us.

Voice of the Customer 40

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