PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 400

B2B Customer Experience Touchpoint CX 400

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Sony and LG in South Korea exemplify the difficulties of applying NPS in contexts that require sustained service excellence and relationship management.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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 480

NPS Customer Feedback Net Promoter Score B2C 480

SurveySensum

APRIL 28, 2025

Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? What is Voice of Customer (VoC)? Brand Example: Amazon leverages VoC extensively by collecting reviews, ratings, chat feedback, and post-purchase surveys.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

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. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working?

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

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. Here are some key insights.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Voice of the Customer (VoC) programs now include many opportunities with AI to enhance the customer experience. AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

CX Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

ECXO

OCTOBER 7, 2024

As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience. In my work, I ensure that this information is shared so that we are all looking in the same direction in terms of customer expectations.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. CX #VoC #CXDesign.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. CX #VoC #CXDesign.

CX 182

CX Customer Journey Map Touchpoint VOC 182

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. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 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

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. Failing to view it as a continuous process Your VoC program is all about continuous improvement. What are you going to do with it? Keep the conversation going!

VOC 54

VOC Close the Loop Touchpoint Social Media 54

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Start there and continue here in designing your VoC methodology: 9. Better VoC Methodology: Instead, use common sense and technology to evaluate every transaction.

VOC 48

VOC Data Mining Finance Touchpoint 48

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. Customer interviews.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. Empathy maps typically include customer demographics, customer goals and needs, customer behavior, customer emotions, customer touchpoints, customer motivations and more.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

MARCH 5, 2025

Listen And Analyze VOC From All Channels A fragmented customer experience leads to frustration and dissatisfaction. By analyzing omnichannel feedback , you can: Identify common issues customers face across different touchpoints. Lets explore how you can effectively use call center text analytics data.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

ECXO

JULY 8, 2024

Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. Feedback and Adaptation: Continuous feedback loops and iterative design processes allow for the refinement of digital products based on real user interactions and feedback in parallel with VOC and data.

Touchpoint 156

Touchpoint Technology Technology VOC 156

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Actionable Insights Touchpoint 40

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Pricing The basic plan starts at $99/month, with a free version and trial offering 25 survey responses, unlimited surveys, users, touchpoints, and questions, plus website integrations.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. Identify the High-Impact Journey Understanding customer feedback at individual touchpoints wont help you.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. If you are still struggling with getting executive buy-in, which is critical to VoC success, check out one of these posts: Help!

VOC 65

VOC Customer Journey Map Touchpoint Government 65

ClearAction

FEBRUARY 23, 2015

A better way to streamline the data collection process is to review existing customer comments, especially customer-initiated VoC, to make an initial rough sketch of the customer experience journey, which can be validated or tweaked through direct customer interviews. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Voice of the Customer (or VoC) is a methodology used to understand how your customers feel about and experience your business. Over time, you can work to make that data more comprehensive and trustworthy. Contact rate.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. These cycles involve a few steps: Identifying a touchpoint or customer problem to study. Collecting customer feedback about that touchpoint.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

MARCH 20, 2018

To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. Failing to view it as a continuous process Your VoC program is all about continuous improvement. What are you going to do with it? Keep the conversation going!

VOC 32

VOC Close the Loop Touchpoint Social Media 32

PeopleMetrics

NOVEMBER 17, 2014

That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review. If you’re thinking about using VOC and VOE to supercharge your performance reviews, these Do’s and Don’ts should help. Do – Source both VOC and VOE programs.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? You got your chocolate in my peanut butter!” Where do the data and metrics come from? And what kind of data?

Touchpoint 66

Touchpoint VOC NPS Voice of the Customer 66

Confirmit

MARCH 6, 2017

For the first time, you can easily capture and map all customer data from all your customer touchpoints into an intelligent hub. Confirmit SmartHub enables you to capture, analyze and respond to customer feedback in real-time from a single, centralized hub.

VOC 40

VOC Social Media Touchpoint Voice of the Customer 40