Bill Quiseng

MARCH 7, 2016

Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

Social Media 115

Social Media Customer Service B2C Voice of the Employee 115

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.

CX Transformation 314

CX Transformation B2B CX Government 314

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. Because it’s one of the best ways to increase customer satisfaction and trust in your brand. How Do You Define Voice of the Customer?

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Social media messaging. What is VoC? CSAT, NPS) and other feedback channels.

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

eglobalis

AUGUST 19, 2024

This metric helps companies align their offerings with customer expectations and drive long-term loyalty. Customer Impact Score (CI-Score) This instrument uses 15 empirically derived items to enquire about the perceived customer centricity of a company from the customer perspective.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 182

Social Media VOC VOE Contact Center 182

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

Experience Investigators

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Customer experience leaders often refer to “listening posts” in the customer journey. These are the individual ways customers are asked to provide specific feedback. She is still waiting.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Experience Investigators

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. Share the literal voice of the customer.

Social Media 133

Social Media CX Contact Center Customer Journey Map 133

Callminer

SEPTEMBER 23, 2020

Gleaning data from corporate websites, news, and social media activities is a good place to start. For more information on how factors such as voice of the customer can be measured efficiently, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

SurveySensum

DECEMBER 28, 2020

But, they were struggling a lot in retaining those customers! The most common reason behind their failure was – they were not making any use of the voice of the customer data. . What is the Voice of the Customer? Are my customers loyal enough?’ ‘How So, let’s jump right into it! NK: Absolutely!

VOC 98

VOC B2C Social Media Voice of the Customer 98

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. Social Media You might be wondering why social media is on the list.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

PeopleMetrics

JULY 20, 2020

That’s right, you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. Have you checked Twitter and Facebook lately?

CX 163

CX CEM Close the Loop Business Administration 163

Callminer

FEBRUARY 26, 2019

It is important to understand the true “voice of the customer” based on the entire experience received. Don’t forget to build your customer profiles along the way. It goes without saying that companies need to know their customers, their channel preferences, pain points, history with the company, etc.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Execs In The Know

MARCH 9, 2023

How to Create Legendary Social Media Customer Experiences While social media management tools have advanced to keep pace with rising expectations, many organizations have not.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Zendesk

MARCH 31, 2021

Types of customer feedback. Customer service feedback. Sales or customer success feedback. Social media posts. Customer feedback can be qualitative , such as a written online review or information a customer shares with an agent or a sales representative about their experience. Send customer surveys.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

ClearAction

MAY 29, 2016

How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. Customers want what they buy to be easy and nice to discover and get and use.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

ClearAction

AUGUST 24, 2008

Lots of companies are now exploring the customer experience metaphors, including BofA, DuPont, Glaxo Wellcome, GM, Hallmark, HP, Immunex, Mercedes, Motorola, P&G and Samsung, among many others. Yet most techniques for capturing the voice of the customer tend to focus on verbal mechanisms.

Customer Experience 87

Customer Experience CEM Voice of the Customer Social Media 87

Aquire

OCTOBER 19, 2021

Provides suggestions on how you can influence or address customer behavior. Example: Social media campaigns and online ads can increase sales of product X by 25 percent). The different kinds of customer analytics always fall under one of these four categories. 6 useful types of customer analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Experience Investigators

OCTOBER 3, 2023

As agents engage with customers through chat, some tools can analyze the conversation in real-time to identify if the customer’s mood has potentially changed based on the language they are using. Learning the Voice of the Customer (VoC): One of the best ways to build relationships with customers is to speak like they do.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

1 to 1

DECEMBER 22, 2013

Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing Mobile Marketing Sales Effectiveness Social Media Voice of the Customer airlinecustomerservice customerexperience customerexperiencemilestonesof2013 customersatisfaction customerstrategy cx netflixcomeback showroooming'

Social Media 55

Social Media Customer Experience Voice of the Customer Retail 55

PeopleMetrics

OCTOBER 31, 2014

Nike built an image-driven brand well before our current information-saturated, mobile-driven, social-media world. Right now, for you, no amount of clever branding tactics or marketing budget will add up to improved customer experience. That’s the difference between you and the Nike brand. And well, a lot of other things too.

Customer Experience 103

Customer Experience Voice of the Customer Sports Social Media 103

Shep Hyken

DECEMBER 13, 2021

A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. When the customer speaks, listen!

Customer Service 74

Customer Service Social Media VOC Retail 74

Fonolo

JANUARY 14, 2020

Bill Quiseng is an award-winning speaker, influential thought leader, and celebrated blogger in the customer service and experience management space. With 30+ years of luxury resort management under his belt, Bill’s practical experience and the knowledge has won him many accolades as a blogger and social media influencer.

Customer Service 136

Customer Service Contact Center Social Media CX 136

DMG Consulting

OCTOBER 16, 2018

Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part. Social media provides insight into areas of customer concern or delight that your enterprise surveys may not currently explore.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

Fonolo

OCTOBER 10, 2018

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Retently

AUGUST 3, 2023

It’s based on the concept of social proof , which is a psychological phenomenon where people assume the action of others in an attempt to reflect the correct behavior. Sometimes you may need to spend more on improving your customer experience so that you can reduce the service costs in the long-run.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Experience Investigators

AUGUST 3, 2021

I see too many CX leaders overcomplicate things, thinking that to get customer feedback they need: A series of listening posts set up across customer journeys. Questionnaires and Voice of the Customer (VOC) metrics. Buy-in across the entire organization. How far can this loop go? Listen beyond what they tell you.

Customer Experience 138

Customer Experience Social Media Construction Social Listening 138

Customer Service Life

NOVEMBER 10, 2022

In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. As contact center professionals, we literally listen to the voice of the customer all day every day.

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Aquire

AUGUST 9, 2021

In fact, the average customer says they use 10 different channels to communicate with companies. That could be through a chatbot, email (often automated), live chats, SMS, phone call, printed documents, social media, or web page (including links to interactive documents and information) among others. Pressure to respond quickly.

Social Media 98

Social Media Omnichannel CXM CRM 98

Experience Investigators

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

1 to 1

JANUARY 6, 2014

Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing Social Media Sales Effectiveness Voice of the Customer 2014businessinvestments 2014businesstrends 2014forecasts customerexperience' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 46

Social Media Voice of the Customer Customer Loyalty Sales 46