SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . 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.

Voice of Customer 98

Voice of Customer B2C Social Media Contact Center 98

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Some examples include: .

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. The most important of these tools is a customer experience platform.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Social Media Multi-Channel Feedback 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Over time, the need to connect dots led to centralized CX platforms. This evolution ultimately leads to better experiences and stronger relationships, which is the true goal beyond the metrics.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. This acquisition empowers InMoment customers to do just that! Read more here!

2022 74

2022 Feedback 2021 Technology 74

Thematic

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Social Media Touchpoint Feedback 62

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. How to Make Customer Experience Strategy Integral to Corporate Strategy.

Voice of Customer 67

Voice of Customer Customer Experience Sports Workshop 67

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Insights 2010 59

eglobalis

OCTOBER 9, 2024

If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice? Let me know your thoughts and experiences.

Feedback 516

Feedback ROI Innovation B2B 516

Second to None

MARCH 22, 2019

Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in unique ways. To connect with Gen Zers, look into adopting philanthropy that preaches social responsibility and awareness. Online Influence.

Connections 75

Connections Brands 2008 Social Media 75

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Benefits of a Voice of the Customer Program Businesses without a Voice of Customer program observe which of their products or services are being sold most frequently, and assume that is what customers want more of.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

CloudCherry

DECEMBER 1, 2018

Customer experience requires department silos to be broken down to include the marketing, sales and product functions. Customer experience involves everyone’s voice. To improve the customer experience, organizations must embrace a wide variety of perspectives.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Second to None

MARCH 22, 2019

Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in different ways. To connect with Gen Zers, look into adopting philanthropy that preaches social responsibility and awareness. Online Influence.

Connections 63

Connections Brands 2008 Social Media 63

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52

CustomerSuccessBox

APRIL 18, 2022

You might be assuming or predicting but either way, hear it from them and that’s how you are acknowledging the voice of customers and leveraging it! Voice of customer: What is it? 8 Best practices to Execute the voice of customer program! Track all the places your customers intend to connect with you.

Voice of Customer 52

Voice of Customer Net Promoter Score Social Media Feedback 52

InMoment XI

OCTOBER 19, 2023

These solutions are hosted in the cloud, allowing businesses to access and manage their contact center from anywhere with an internet connection. Agent and coach scorecards : Aside from customer interactions, you need to have the ability to analyze the performance of your agents in order to understand areas for improvement.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

Wootric

JUNE 7, 2019

We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Yet you need to find a way to prioritize voice of customer feedback. Wootric: Hi Lee! Tell us about your career and how it led you to investing in early stage entrepreneurs.

Customer Centricity 75

Customer Centricity Connections Net Promoter Score 2013 75

InMoment XI

JANUARY 10, 2023

So, let’s return to our original question: The role of a CX manager is to determine, implement, and refine the CX technology and vision required to see the entire customer journey from the customer’s perspective. Build text analytics dashboards and reports that are customized for each team (support, success, Product, etc.)

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

Metrics 195

Metrics NPS ROI Call Center 195

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 150

ROI NPS Voice of Customer Customer Satisfaction 150

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 150

ROI NPS Voice of Customer Customer Satisfaction 150

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 150

ROI NPS Voice of Customer Customer Satisfaction 150

Thematic

JULY 3, 2018

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 59

Voice of Customer 2017 NPS Document 59

Thematic

AUGUST 26, 2018

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . This blog series gives you tips on how to make a strong case internally to get buy-in from stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 54

Voice of Customer Blog Webinar NPS 54

OpinionLab

AUGUST 31, 2015

To get an idea of how your store experience was perceived by your customers, it was easy to add a survey link to your store receipt. What happened to the days when you got to decide when, where and how Voice of Customer flowed into your organization? The empowered customer happened.

Omnichannel 103

Omnichannel Voice of Customer Innovation Feedback 103

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

CloudCherry

OCTOBER 30, 2018

Customer experience requires department silos to be broken down to include the marketing, sales and product functions. Customer experience involves everyone’s voice. To improve the customer experience, organizations must embrace a wide variety of perspectives.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

InMoment XI

MARCH 7, 2023

Q: How did you get the NZAA Voice of Customer Program off the ground and what were the bumps on the way? The aha moments happen when you’re working with other parts of the business, connecting the dots and asking questions like, “is it correlation or causation?” The initiative changed as business circumstances changed.

Engagement 195

Engagement Customer Journey Mapping Customer Centricity Metrics 195

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

OpinionLab

MARCH 16, 2017

Bottom line: connected cross-channel VoC leads to optimal CX that impacts your revenue generating capabilities (for more on the benefits of connected VoC strategies and how to realize them, check out the OpinionLab Strategy Guide on the topic). 3: Does it provide context around the customer’s experience.

Connections 79

Connections Omnichannel B2C Technology 79

SurveySensum

APRIL 15, 2025

However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.

Multi-Channel 52

Multi-Channel Feedback Touchpoint Voice of Customer 52