PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. How It Works Customers answer your standard questions NPS, satisfaction, experience ratings but when they leave a comment, AI steps in to ask smart, contextual follow-up questions. Pilot AI-driven follow-ups on open-ends and monitor whether youre getting deeper insights.

AI 62

AI Unstructured Data VOC NPS 62

PeopleMetrics

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. At PeopleMetrics, we call this process Associate-Driven Insights, and its one of the most underrated moves in VoC. What ideas do you have to speed up or rethink this process? Empowering.

AI 62

AI VOC Text Analytics Gaming 62

ECXO

APRIL 29, 2024

Find the ECXO series of Third-Party Trainings to better understand this topic using “ECXO” for a discount code: [link] The ECXO has launched a series of three short practical sessions, each lasting up to 20 minutes plus additional time for Q&A to explore effective strategies for achieving CX ROI and growth.

CX 194

CX VOC Innovation Start-ups 194

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. In a well-tuned VoC program, a transactional survey should take no more than three to five minutesshort enough to match the actual customer interaction.

AI 62

AI VOC Touchpoint CX 62

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Then switch roles.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

PeopleMetrics

JANUARY 29, 2014

3) Make follow-up a habit. But just like all 12 Groupon emails you have received since you started reading this, the content of those messages is no good unless you act on it! But just like all 12 Groupon emails you have received since you started reading this, the content of those messages is no good unless you act on it!

VOC 96

VOC Sports Voice of the Customer Case Management 96

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. So, are we really setting ourselves up for success in these objectives? It’s tempting to start with VoC.

VOC 54

VOC B2B Customer Experience Close the Loop 54

CX Journey

APRIL 10, 2019

As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would! Start here.

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Let’s review 5 questions to consider as you set up customer listening posts for your Voice of the Customer program. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Measuring customer feedback is the first step to measuring up to your customers’ expectations. The best CEM programs unify your entire enterprise around CX and the VoC. What gets measured gets done.

CEM 122

CEM Customer Experience VOC Government 122

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? Are you planning to implement a VOC program? . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee. What is the difference between the VOC program and the CX program?

VOC 98

VOC Social Media B2C Voice of the Customer 98

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? Did you know that an efficient VOC program can help you find your niche and even gives you an edge over your competitors!! So, let’s jump right into it!

VOC 52

VOC Sentiment Analysis Social Media B2C 52

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits?

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

Lumoa

FEBRUARY 16, 2023

Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template. In This Article: What is Voice of Customer(VoC) and Why Is It Important? You probably know this.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. So I started there, and then I took a couple of detours, which will make sense someday. We had lines out the door the first time I put up a little blackboard.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

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

SEPTEMBER 19, 2022

What is the voice of the customer (VOC)? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. Launch VOC surveys for FREE. Social media.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

SurveySensum

JANUARY 5, 2024

As a result, users started accessing tailored workout plans and nutrition guidance seamlessly. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services.

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). It’s like they see the impact they’re making, and that fires them up even more. But how to use VoC to motivate employees, and why is it so important for them? And guess what?

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

SurveySensum

DECEMBER 30, 2024

Lets uncover them together, but lets start with what this platform is. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge? Source: G2 , CustomerGauge Review, Sep 11, 2024 2.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Totango

MARCH 6, 2020

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. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

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. Getting Started.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Execs In The Know

MAY 2, 2022

If you’re ready to level up your CX for economic volatility, we’re here to help. Read on to see best practices for reshaping your CX program (or starting your brand new one). Get Smart About VoC and Business Intelligence. A Gallup Poll showed that engagement could improve turnover rates in businesses up to 43%.

CX 97

CX VOC Contact Center Customer Journey Map 97

Lumoa

MAY 11, 2020

If so, then it might be time to start your own Voice of the Customer program. Read on to learn more about the importance of such a program, as well as how you can start one at your company today. How Do You Start Your Voice of the Customer Program? How Do You Start Your Voice of the Customer Program?

Voice of the Customer 78

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

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. Start with where you’re already listening.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

CX Journey

DECEMBER 27, 2017

There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Some of the most-egregious VoC program fails happen after the feedback is received. right up until now.) Why is that?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

Lumoa

JUNE 30, 2022

In your quest to achieving those types of goals, it might be a great first step to start asking some questions regularly in your team meetings. And while this is a great place to start, mastering how to sell customer experience is not a trivial task. For example: What do we do to promote the customer experience? Contact rate.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

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. Anaheim Angels first baseman Albert Pujols was quoted as saying: I don’t get caught up in numbers. I think when you start doing that, you start disrespecting the game. Amen to that!

VOC 77

VOC Gaming Start-ups Actionable Insights 77

Lumoa

FEBRUARY 13, 2018

They could've started to blame the product designers or try to improve the features which they thought seemed to be lacking. The company X started to contact its customers and finally ask why. When you start collecting open-text customer feedback, it'll become easier to: 1. Why did it happen? No-one knows.

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Zendesk

MARCH 31, 2021

Before you start collecting customer feedback, the first step is to start with your why, Toister says. Always follow up. “If 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.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70