ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. 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. What’s broken?

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Customer Bliss

JUNE 6, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including: travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom. Click To Tweet. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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. Assailing Customer Experience Assumption Silos.

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

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

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

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. 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. What’s broken?

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

Voice of Customer 52

Voice of Customer B2B Customer Centricity Culture 52

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Consulting 67

Consulting Customer Experience Contact Center Telecommunications 67

Beyond Philosophy

JULY 16, 2022

Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 157

Consulting Voice of Customer Financial Consumers 157

Kapta Customer Success

OCTOBER 9, 2023

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

Voice of Customer 59

Voice of Customer B2B Consulting Customers 59

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). Read Full Article.

Voice of Customer 104

Voice of Customer Consulting Customer Satisfaction Article 104

Strativity

JANUARY 18, 2018

The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. These goals and definitions will make it easier to determine the type of customer consultant you need. Project completion? Profitability? That is their sweet spot.

Consulting 40

Consulting Customer Experience Workshop Voice of Customer 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

MAY 21, 2022

Verint is an expert in the Voice of Customer and have been for over 25 years. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Follow Colin on LinkedIn and Twitter.

Voice of Customer 15

Voice of Customer Consulting Financial Customer Engagement 15

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Beyond Philosophy

JUNE 11, 2022

This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer program seriously. When Colin complained, one person suggested maybe they stop doing the customer survey. Key Ideas to Improve your Customer Experience. We have been there.

Voice of Customer 15

Voice of Customer Consulting Reference Financial 15

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Communication 86

Communication Voice of Customer Call Center Brands 86

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. appeared first on CX Consulting.

Customer Insights 78

Customer Insights Insights Voice of Customer Insurance 78

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.

Measurement 104

Measurement Airlines Voice of Customer Books 104

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Calabrio

MARCH 5, 2025

Capture real-time feedback Artificial intelligence (AI) and automation are on top of the business investment agendas for streamlining service operations, including at contact centers , as noted by DMG Consulting. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, why are they like that?

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. Sean has over 20 years of experience helping companies measure and improve the customer experience.

2001 70

2001 CEM Marketing Voice of Customer 70

Second to None

MARCH 20, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy. Engaging with Voice of Customer Data. So, What Should You DO about This?

Customer Insights 78

Customer Insights Insights Contact Center Voice of Customer 78

Customer Bliss

NOVEMBER 23, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom. CX Click To Tweet. About Eric Smuda.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Second to None

JULY 22, 2020

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Second to None

MAY 24, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Apparel 86

Apparel Retail Competitive Advantage Voice of Customer 86

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

InMoment XI

FEBRUARY 12, 2024

Some of these may be: Who specifically will provide implementation and strategic consulting services? Which customers can we speak to about your services? To sum it all up, integrated CX focuses on three key drivers that help businesses improve their bottom line. Will we be charged for survey responses?

NPS 195

NPS Net Promoter Score Effort Score ROI 195

ServiceDock

JUNE 10, 2019

According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business.

Culture 98

Culture Customer Experience Financial Consulting 98

Second to None

MARCH 22, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Retail 81

Retail Leadership Voice of Customer Brands 81

Thematic

JANUARY 2, 2019

Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98