InMoment XI

SEPTEMBER 5, 2024

Why Voice of the Customer Is Important Voice of the Customer data is important for several reasons in business and product development. Primarily, Voice of the Customer programs help organizations become more customer-centric by understanding customer needs, preferences, and expectations.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business.

Voice of Customer 88

Voice of Customer Feedback Return on Investment Net Promoter Score 88

Thematic

OCTOBER 7, 2024

Understanding the true voice of your customers can be the difference between standing out or getting lost in the crowd. Research by the Aberdeen Group found that companies with a high-quality VoC strategy saw almost 10 times annual revenue growth due to higher customer retention. What is a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Social Media Touchpoint Feedback 62

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer Retention 65

Customer Retention B2B Voice of Customer Metrics 65

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

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

SurveySparrow

JULY 31, 2023

What is Voice of Customer (VOC) Let’s first get the basics sorted. Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. VOC represents the collective wants, needs, preferences, and expectations of your customers.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need.

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

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. Another 37.9%

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer Retention 59

Customer Retention Sales Customer Success Events 59

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How Customer Success Can Catalyze Customer-Centric Change. Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: . Too many even.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

SurveySensum

DECEMBER 22, 2022

That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. And a VOC program helps businesses gather customer feedback through multiple channels and enable customer-centricity across the organization. .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Thematic

MARCH 2, 2025

This allowed them to improve features based on real customer needs. Reducing Churn & Increasing Loyalty Customer retention is critical; we said it before, and we say it again—more than half of consumers will leave a brand after just one bad experience. ✔ Improve customer communication during crisis events.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. My number one customer retention strategy is talking to your customers.

B2C 49

B2C Customer Retention Brands Social Media 49

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. Net promoter scores (NPS) can reveal a customer’s current opinion of your product. Ensure Customers See Value. What Causes Churn? Every business suffers churn.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

ShepHyken

FEBRUARY 16, 2018

While there is a considerable investment necessary to complete these research projects, some of the insights collected can have a direct impact on your brand identity and experience, thus impacting customer retention and satisfaction rates.

Blog 86

Blog Measurement Customer Centricity Article 86

Second to None

FEBRUARY 15, 2019

NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model.

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Second to None

AUGUST 9, 2018

Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping. One recent example happened in the telecommunications industry.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Totango

NOVEMBER 19, 2019

Personalized customer engagements. Incorporating Voice-of-Customer information. Use of customer data to create results-oriented goals . Customer success leads to higher customer retention which, in turn, generates recurring revenue and the potential for expansion or cross-sell opportunities.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. System Harmony.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? How Customer Success Can Catalyze Customer-Centric Change. organizational accountability for customer experience, Voice of Customer feedback loops), with examples of best practices. Upcoming Webinar.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Kia is a pioneer in the field of Customer Experience.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Second to None

JUNE 29, 2018

Capturing information provided by Customer Experience research programs like mystery shopping and disseminating that data throughout all levels of your organizational structure will help make sure that each of your individual employees have the knowledge to provide the unique value your customers are looking for. 1,2,3 [link].

Voice of Customer 54

Voice of Customer Customer Retention Loyalty Consumers 54

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

Second to None

MARCH 29, 2018

In the modern landscape, organizations with an inconsistent omnichannel strategy have subpar retention levels hovering around 33%. Meanwhile, effective omnichannel engagement leads to brands retaining an excellent 89% of existing customers.[5] 2,4 [link]. 3 [link].

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Voice of Customer (VoC) or customer listening.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Second to None

APRIL 19, 2018

According to DataMentors , businesses that do adopt omnichannel strategies have been shown to achieve 91% greater year-over-year customer retention rates, a key signifier of a great Customer Experience.[2]. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. Why does this matter to us? Nate: Thanks everybody.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40