Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Concentrix

AUGUST 8, 2023

In this recap of Born Digital episode six, we explore the role voice of the customer plays in digital transformations, ensuring impactful connections.

Customer Experience 62

Customer Experience Feedback Management 62

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. So, customer churn is expensive.

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Nicereply

JANUARY 11, 2023

A robust Voice of the Customer (VoC)strategy equips you with all the data you need to understand your customers better than ever before. Successful companies know their customers inside and out, while unsuccessful ones are flying blind. But knowing your customers isn’t something that happens overnight.

Education 52

Education Feedback Coaching Surveys 52

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . But, it cuts out nonverbal cues like body language and tone of voice.

Feedback 300

Feedback Self service Best practices Scripts 300

Brad Cleveland Blog

OCTOBER 6, 2023

Feedback from customers is like oxygen. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. When … Continue reading → The post Voice of the Customer: As Essential as Oxygen appeared first on Brad Cleveland.

Feedback 51

Feedback Surveys Contact Center Call Center 51

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. And we’re not only talking about phone calls; the same holds true for online chat.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. Be professional. Know your stuff.

Customer Service 275

Customer Service Customer Support Personalization Management 275

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ProProfs Blog

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . What is the Voice of Customer Survey? Retain customers.

Surveys 78

Surveys Feedback Personalization Marketing 78

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Feedback Customer Experience Contact Center 59

ShepHyken

OCTOBER 12, 2018

This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. This is Darrack,” said the super friendly voice on the other end of the phone. What can you do to make your customers’ experiences amazingly convenient?

Banking 232

Banking Government Customer Experience Management 232

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

Nicereply

APRIL 19, 2023

The voice of the customer is a critical component of producing products your customers want. Using Voice of Customer (VOC) feedback is critical to an organization’s success. Nat : Our CSMs have always been diligent about keeping customer records updated in our tooling.

Feedback 52

Feedback Engineering Enterprise Customer Experience 52

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

Airlines 123

Airlines Benchmark Surveys B2C 123

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Proactive support.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. Negative customer service is often the root of a negative review. The more negative reviews prospective customers are exposed to, the worse. Shep Hyken.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Education Services Group

MARCH 15, 2023

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. We owe it to our customers to close the loop! We owe it to our customers to close the loop! every year.

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

JustCall

NOVEMBER 27, 2022

People are twice as likely to talk about a negative experience than a positive one, and poor customer experiences cost U.S. Market leaders are changing their listening and response strategies more quickly these days since VoC tools offer significant potential for boosting customer loyalty and sales. What is Voice of the Customer (VoC).

Feedback 52

Feedback Surveys Finance Marketing 52

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Shep Hyken. Cross-departmental collaboration is a reflection of a healthy internal culture.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

Customer Service 95

Customer Service Feedback Scripts Surveys 95

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 214

Technology Marketing Metrics Surveys 214

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. We experience these at the L.L. Beans of the world, and The Ritz Carlton’s.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

Totango

APRIL 1, 2020

Now, you must focus on locking in your core business, your current customers. We are here to help you stay engaged with your customers so you can continue to deliver a great experience for them while they are using your products. You can now install the Voice of the Customer SuccessBLOC from the SuccessBLOC marketplace.

Best practices 62

Best practices Enterprise Metrics Accountability 62

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

Self service 104

Self service Marketing Management Customer Service 104

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Feedback 206

Feedback Contact Center Journey mapping Surveys 206