ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Collect almost-free VoC first, as the basis for more interesting questions in formal VoC.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Best practices 77

Best practices Customer Experience Customer centricity Surveys 77

delighted

AUGUST 16, 2021

And, the first step to retaining customers is by understanding and utilizing insights from Voice of the Customer (VoC) data. – Voice of the Customer (VoC): Customer feedback for a future-proof business. . – Voice of the Customer (VoC): Customer feedback for a future-proof business. Did you know?

Surveys 93

Surveys Feedback Journey mapping Customer Support 93

Nicereply

FEBRUARY 29, 2024

When creating a friction-free customer experience across all touchpoints, you first put customers in the center. This strategy not only improved our customer experience but also strengthened our brand loyalty, demonstrating the importance of a well-planned omnichannel approach.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

PeopleMetrics

NOVEMBER 9, 2021

We share how you can mix your market research and customer experience initiatives to get the most out of your budget and get actionable learnings from the data you collect. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more.

Marketing 71

Marketing Customer Experience Feedback Best practices 71

GetFeedback

JULY 19, 2019

Unstructured Voice of the Customer (VoC) data is like trying to make a sculpture out of water: the material, not the maker, is in control. Structured VoC data isn’t ironclad either. To optimize customer experience, you must have data about CX, and it’s not as easy to come by offline without easy and obstacle-free mechanisms in place.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

GetFeedback

NOVEMBER 4, 2019

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. Having a strong VoC program is essential to connecting the dots and proving the value of customer experience (CX). However, as Forrester has noted in its recent report on the market , VoC is still at an “immature” point in its development.

B2B 60

B2B Surveys Feedback Customer centricity 60

ProProfs Blog

OCTOBER 25, 2021

This leads to a better projection of your brand and an increase in free referral traffic. If you are a small and medium-sized business, you might want to consider customer feedback platforms that offer sufficient free trials (14-30 days). This will help you understand all the product features before subscribing to a paid plan.

Feedback 148

Feedback Surveys Enterprise Analytics 148

ClearAction

JUNE 25, 2023

Instead of relying on real-time VoC to respond to the small percentage of customers among the larger group who had the same problem, focus at least 50% of your energy on outer loop permanent resolution of the issue’s root causes. It’s shaped by my career start in strategic planning, market research, and internal engagement.

Enterprise 62

Enterprise B2B Surveys Best practices 62

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Ensure your VoC program is set up for success. Build reporting and customer follow-up into your plan.

Surveys 75

Surveys Benchmark B2B Feedback 75

GetFeedback

SEPTEMBER 7, 2018

Here’s a look at how to get your VoC program up and running successfully. Step 1: Define your VoC strategy. When it comes to a VoC program, consider how you want your VoC to interact with your brand and corporate objectives. Create your plan. Next, you need a solid execution plan. Create a follow-up plan.

Surveys 60

Surveys CRM Feedback Best practices 60

GetFeedback

MAY 9, 2019

95% of customers have taken action as a result of one bad experience. Customer insight: Customer data should be captured across the entire journey to identify trends, issues, and take action in real time. The VoC is the heartbeat of any customer experience program. companies $136.8 billion per year due to avoidable churn.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

inmoment

JUNE 1, 2020

In the new ‘empathy economy’, the secret weapon lies within your customer feedback and your brand’s ability to turn those insights into action as quickly as possible. We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? How do you take action on customer experience? Actions include short- and long-term follow-ups. Long-term actions are based on the analytics results of customer feedback.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

GetFeedback

JANUARY 31, 2020

Personalize customer experience strategies to identify actionable insights . This is a great opportunity to set up a Voice of the Customer (VoC) program to gather insights about where your customer experience strategy is delivering success, and where it needs improvement. . Now is the time to dig deep.

Customer Experience 92

Customer Experience Brand ambassadors Feedback Surveys 92

Tethr

AUGUST 22, 2020

We’ve spent more than a decade working with medium to enterprise-level businesses across a range of industries to turn them into voice of customer (VoC) listening leaders. And Tethr helps you drive it all home by bringing each team’s point of view and their unique set of actionable insights together.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. Published on: March 28, 2018.

Brand ambassadors 65

Brand ambassadors Best practices Surveys Banking 65

ClearAction

JANUARY 6, 2021

Greater inclusion and diversity is a commitment of attitudes and actions across your whole enterprise, and with your alliances, channel partners and suppliers. Customers want their journey to be trouble-free. This is success-limiting because it tends to exhaust bandwidth and energy on mapping rather than actioning.

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

GetFeedback

FEBRUARY 7, 2020

Creating a Voice of the Customer (VoC) program is a great way to create and maintain this open dialogue with your customers. And like most business initiatives, building an effective VoC program starts with identifying the right goals. While those customers need to be taken care of, they should not be the focus of your VoC program.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Journey mapping 54

Journey mapping Customer centricity Surveys Feedback 54

GetFeedback

JANUARY 19, 2020

As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Without feedback, you can’t understand customers’ perceptions and make plans to improve. Many Voice of the Customer (VoC) programs are limited to survey-based feedback. Perception is reality.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Satrix Solutions

MAY 9, 2018

If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed VoC program is the impact it can have in every corner of your business. Free Consultation. The C-Suite? Your customer service or customer success team?

Feedback 103

Feedback Morale Consulting Consulting 103

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

Feedback 54

Feedback Surveys Benchmark Analytics 54

GetFeedback

AUGUST 14, 2019

For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. FREE TOOL: CSAT CALCULATOR . The CSAT score can be used to both address issues with an individual customer and in the overall Voice of the Customer (VoC) program at your organization.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Eptica

APRIL 15, 2020

Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses. Not only will listening help improve the experience you deliver now, but it will provide invaluable insight for your post-crisis planning and operations. Learn more at www.

Surveys 95

Surveys Best practices Analytics Feedback 95

GetFeedback

JANUARY 15, 2020

When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . That is, people don’t always trust VoC programs without significant data. . So I am constantly battling to prove the weight of VoC. An automated VoC solution. I love people. Letting go. .

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. The end result is the creation of yet another customer data silo that’s far from actionable.

Analytics 45

Analytics Feedback Surveys Enterprise 45

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. Track Voice Of Customer (VoC) Information. Typically, onboarding breaks down into 3 common stages: 1.

Best practices 71

Best practices Metrics Enterprise Feedback 71

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. And, they use it in more places than just the contact center.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Satrix Solutions

JANUARY 4, 2018

Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Even a smaller company with limited resources could now write survey questions (or find survey templates online), and within a week or two, the survey data would be available for analysis, interpretation and action planning.

Surveys 60

Surveys Government B2B Feedback 60

ClearAction

JULY 11, 2023

Shift to modern thinking for Customer Service value truths in your current strategic planning. It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! It frees-up tremendous budget to be re-allocated to higher value opportunities. Value Center? Add that up! I love it.

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

GetFeedback

JANUARY 31, 2020

Developing surveys to capture customer feedback is the clearest way to surface actionable data points and target increased customer retention. However, many companies miss the mark in their approach to surveys and gathering actionable feedback. Leverage CSAT for retention with focused survey questions.

Customer retention 60

Customer retention Surveys Feedback B2B 60

CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. Invest in agent-empowering technologies – based on Artificial Intelligence (AI) and Machine Learning.

Coaching 59

Coaching Analytics Chatbots Self service 59

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Voice of the customer (VoC) — monitoring customer sentiment. Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Voice of the customer (VoC) — monitoring customer sentiment. Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Education Services Group

MAY 27, 2022

Even if you don’t plan to purchase our assessment, feel free to use our framework as your guide. Specific to Customer Success Operation’s leaders, ESG offers a free CS Ops maturity assessment that focuses on the CS Ops organization specifically. It’s not salesy if it’s free, right?) The Metrics Matrix. Document it.

Metrics 52

Metrics Accountability Feedback SaaS 52

ClearAction

DECEMBER 28, 2016

Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results. Time reports to be digested before annual planning or other pivotal routines.

Feedback 59

Feedback Employee engagement Best practices Consulting 59