InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Culture 296

Culture Feedback Contact Center Customer Centricity 296

C3Centricity

NOVEMBER 12, 2024

Leadership Example : Lego’s CEO exemplifies customer-centric leadership by implementing programs like Lego Ideas, where customers can directly contribute to product ideas. Lego sustains relevance and loyalty by embedding customer voices into its product strategy, proving how customer-centric thinking can drive long-term success.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. Smartest Actions 1.

Events 243

Events Competitive Advantage Innovation 2024 243

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 450

Customer Experience Customer Centricity Net Promoter Score Government 450

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

2023 195

2023 Workshop 2024 Events 195

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 128

Healthcare Customer Centricity Customer Voice Voice of Customer 128

Experience Investigators by 360Connext

MAY 7, 2024

Guest List: Tabitha Dunn, CCXP Head of Global Customer Experience and Sales Technology at Hitachi LinkedIn: [link] Karyn Furstman, CCX, CCXP, XMP CEO & Chief Experience Officer at CustomersFurst LinkedIn: [link] Lorraine Schumacher, CCXP CX Executive Advisor LinkedIn: [link] Jignesh Shah VP of Products & GTM leader at Blackhawk Network LinkedIn: (..)

2024 143

2024 Healthcare Culture Customer Voice 143

InMoment XI

JUNE 21, 2022

. #5: Level Up Your Experience Program by Marrying Together Multiple Voices. In the last keynote of the day, the CEO of JAX Tyres & Auto , Steve Grossrieder, described how their business is layering together voice of customer, voice of employees, and even voice of franchisees for a complete view of the customer journey.

Customer Experience 195

Customer Experience Workshop 2022 Events 195

Customer Bliss

SEPTEMBER 22, 2016

The goal with voice of the customer work is to take customers off the “spreadsheet mentality.” Be the customer. Voice of the Customer Step 4: How you present information. ” Hear calls. Watch videos. Log in to complex sites and try to navigate them.

Presentation 236

Presentation Social Media Leadership Call Center 236

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Customer Bliss

MAY 17, 2019

When you combine that with the charismatic element of being out and about and engaging with customers, you can be powerful and get closer to customer success. ” I underestimated how loud, how authoritative, and how strategic the customer voice needs to be inside an organization, and I don't think it can be loud enough.

Customer Success 131

Customer Success Customer Voice Culture Document 131

ShepHyken

FEBRUARY 4, 2020

Positive change within customer experience and company culture must start from the top. Quotes: “Infuse the customer voice within the development of new products. Make sure the customer is at the table right from the beginning.”. Executives must be fully on board for it to become a part of the culture.

E Commerce 135

E Commerce Culture Customer Centricity Customer Voice 135

GetFeedback

SEPTEMBER 20, 2019

An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program , also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Understanding employee views and needs with both qualitative and quantitative approaches.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Beyond Philosophy

NOVEMBER 16, 2016

Customers voiced their displeasure on their Facebook page and all over social media. Toblerone, a chocolate bar known for its triangular shape and unique packaging, reduced the size of their 170-gram (Almost 6 oz.) candy bar to 150 (5.291). Their 400-gram (14 oz.) candy bar lost 40 grams (1.4 The price, however, remains the same.

Social Media 167

Social Media Rewards Programs Consulting Customers 167

GetFeedback

MAY 24, 2019

The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

NOVEMBER 8, 2018

Customer Experience-related business KPIs Understanding the customer voice is a crucial step for building a successful customer experience management approach. Just keep in mind that you also need to listen to the customer to really understand how they experience the situation.

Metrics 162

Metrics Net Promoter Score Customer Experience NPS 162

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

Experience Matters

DECEMBER 9, 2014

The B2B2C environment is complex and full of challenges that hamper companies’ ability to deliver great customer experience to their end customers, such as a lack of alignment with partners or a limited understanding of customers.

Customer Experience 112

Customer Experience Download Customer Voice Customer Relationships 112

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Culture 182

Culture Feedback Contact Center Customer Centricity 182

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Culture 182

Culture Feedback Contact Center Customer Centricity 182

Beyond Philosophy

MAY 21, 2015

This shows that Chipotle hears the concerns their Customers voice and responds to them by completely changing how they do business with their suppliers. Chipotle is embracing a consumer-led concern. Rising awareness of minding what we eat drove Chipotle’s rid their menu (as much as possible) of GMOs.

2013 156

2013 Books Webinar Leadership 156

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

PeopleMetrics

APRIL 9, 2015

If you''d like to learn more about customer experience strategy, you can also download this resource: Image Credits: deep cover graphic base by Jeff Mikels , CC BY 2.0. shopping cart by me. Tree Rings by Don DeBold , CC BY 2.0.

Customer Experience 125

Customer Experience Customer Centricity Culture Feedback 125

ijgolding

APRIL 15, 2015

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP'

Net Promoter Score 102

Net Promoter Score Feedback NPS Banking 102

PeopleMetrics

OCTOBER 19, 2021

customer experience framework, Survey optimization, SMS survey, video feedback, customer feedback, feedback management, customer experience, voice of customer, voc, how to manage customer feedback, customer feedback strategy, how to collect customer feedback, customer feedback video, customer experience strategy, cem, voice of the customer, customer (..)

Feedback 118

Feedback CEM E-support Download 118

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

CloudCherry

JANUARY 22, 2020

McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most.

White Paper 243

White Paper Social Media Feedback 2019 243

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Effective deployment of surveys by touchpoint. To get the best response rates, surveys should be designed into the experience.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

DECEMBER 29, 2022

InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle. Review and reputation management are central components of a broader customer experience ecosystem.

2022 195

2022 2023 B2B 2021 195

C3Centricity

FEBRUARY 13, 2024

This section discusses how organizations can harness this feedback to drive meaningful change, ensuring that products, services, and customer experiences are aligned with market needs and expectations. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Customer Insights 118

Customer Insights Feedback Insights Social Media 118

CSM Magazine

FEBRUARY 5, 2025

Communicate Improvements : Share with your customers how their feedback has resulted in changes to the store experience. By responding to customer voices, you demonstrate that their opinions fuel positive change, fostering loyalty and trust. For instance, post updates in-store or on your website to close the feedback loop.

Feedback 52

Feedback Customer Relationship Management Insights Loyalty 52

PeopleMetrics

JUNE 10, 2021

customer feedback management process, customer, customer feedback, customer feedback management, feedback management, customer-centric, customer centric, customer centricity, customer-centricity, customer experience, customer experience management, customer experience management tool, voice of customer, voice of the customer, voc, customer voice, how (..)

Feedback 71

Feedback Management CEM Customer Centricity 71

Customer Bliss

DECEMBER 8, 2017

Where there were comments, it was an intensely manual process to decipher key themes, with what we call “air dives” done by individuals within the customer voice team. In addition, we lacked qualitative insight to advance our understanding of the meaning behind the scores. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203