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

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

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.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

SurveySparrow

JUNE 23, 2023

More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)? The Importance of VoC for Businesses What is the Definition of Voice of Customer Methodologies?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Compelling Brand Values: Brand promises drive how the organization treats customers. Do you love CEM as much as we do?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all.

Contact Center 105

Contact Center NPS Feedback Social Media 105

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

InMoment XI

SEPTEMBER 25, 2024

Traditional customer churn prediction models rely on transaction histories and demographics data but fail to incorporate consumer-generated input with real customer sentiment. The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. “As

Insights 195

Insights Social Media Net Promoter Score Events 195

Thematic

OCTOBER 17, 2024

Using advanced AI these solutions can capture the full range of human emotion and turn it into actionable insights. Whether you need a simple solution to pick out key customer insights or an advanced AI tool, modern sentiment analysis tools can help you make data-driven decisions much faster.

Social Media 62

Social Media Multi-Channel Feedback Insights 62

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Inspire Voice of the Customer Actions: 12 Ideas.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. And without great analytics, you would not understand your data.

NPS 97

NPS Net Promoter Score Feedback Multi-Channel 97

Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in.

CEM 70

CEM Webinar Healthcare Social Media 70

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Let’s explore how you can use analytics to revolutionize your customer experience. Think about it.

Customer Experience 78

Customer Experience Management Net Promoter Score Customer Journey 78

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Wootric

OCTOBER 7, 2020

By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? What kinds of businesses create customer advisory boards?

Roadmap 118

Roadmap Feedback B2B Interaction 118

Calabrio

MARCH 22, 2025

Meeting their elevated expectations is critical for building customer loyalty and driving business growth. With the right approach to customer experience management in the contact center, you can not only satisfy more customers but you can also unlock insights that impact the entire business. Heres how: 16.

Contact Center 52

Contact Center Management Call Center Measurement 52

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Feedback 62

Feedback Voice of Customer Social Media Multi-Channel 62

ClearAction

DECEMBER 11, 2018

Marketing decisions are guided by a table of customer insights available for each journey stage, showing which voice-of-customer insights inform each stage and who owns it. Marketing plays a significant role in understanding, communicating and assuring these needs.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

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. You know what?

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Thematic

SEPTEMBER 15, 2024

Customization Some organizations may find Medallia's customization options limited, particularly if you require highly tailored survey tools and reporting. The following two Medallia alternatives have similar features that help manage customer experience data, employee engagement, and text and speech analytics.

Contact Center 62

Contact Center Feedback Employee Experience Insights 62

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? This is central to becoming more customer-centric, differentiated, efficient, effective, and prosperous.

Customer Centricity 48

Customer Centricity Voice of Customer Customer Insights Leadership 48

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

AUGUST 2, 2016

3) VoC Analyzers — spending the majority of their time finding insights from VoC data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. 5) VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company.

B2B 54

B2B Customer Experience Customer Centricity 2013 54

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Furthermore, it fairly makes it easier to close the loop with the customers in the process. I mean, we get it.

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Feedback Voice of Customer 78

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Compelling Brand Values: Brand promises drive how the organization treats customers. Do you love CEM as much as we do?

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Workshop 54

Workshop Customer Experience Management Customer Centricity Insights 54

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges. Leverage existing insight.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Lumoa

APRIL 22, 2020

Engineers ship software to customers, for example, but they might hardly ever come into contact with the end-user. If the marketing team or the Voice of Customer team is running a survey, they might get responses that are looking for technical help, disappointed about the sales process, or suggesting a new product feature.

B2B 78

B2B Net Promoter Score Social Media NPS 78