OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. On-Premises Feedback (Geolocation). We live in a multi-channel world.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

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. Additionally, 37.9%

Voice of Customer 62

Voice of Customer Social Media Multi-Channel Feedback 62

Alida

DECEMBER 7, 2018

They combine the best of media, retail and social to create the most customer-centric and rewarding shopping experience. We caught up with their insights team on their priorities for 2019. In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

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. In what customer experience management platform? Democratize insight and action.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Thematic

MARCH 30, 2025

In essence, “closing the loop” refers to that final step of the customer feedback loop process —following up with customers after you’ve acted on their feedback. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap.

Feedback 62

Feedback Roadmap NPS Loyalty 62

SurveySparrow

JULY 31, 2023

By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. That’s where the Voice of the Customer (VOC) methodology comes into play. What is Voice of Customer (VOC) Let’s first get the basics sorted.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

SurveySensum

OCTOBER 14, 2024

The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions. Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. But let’s first have a clear idea of what Voice of the Customer is.

Voice of Customer 52

Voice of Customer Customer Retention Feedback Competitive Advantage 52

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

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. Connect customer data points.

Insights 71

Insights Roadmap Customers Customer Success 71

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

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

Managing Customers: While much of call center management deals directly with the organizations operations, these activities ultimately tie back to one thing: the customer experience, or CX. Their insights provide valuable data for management to optimize training and service delivery.

Contact Center 52

Contact Center Management Call Center Measurement 52

Thematic

JANUARY 21, 2020

Voice of customer platforms collect solicited feedback only, and store it siloed away from public feedback and all other customer data. Most commonly, they deliver expensive insights that are too high-level to be actionable. . 49% of product managers responded “setting roadmap priorities without real market feedback.”.

Feedback 121

Feedback Roadmap Social Media Customers 121

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? But, how can the voices of customers be leveraged to drive the expected product changes? What is NPS?

Feedback 109

Feedback NPS Roadmap Customers 109

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews.

Feedback 78

Feedback NPS Customer Centricity Roadmap 78

Second to None

MAY 17, 2019

Whereas startups in the west may begin by creating a promising app and obtaining funding through its predicted success, worrying about the business model and finances later, those in the midwest look for a sturdy roadmap with tangible steps and objectives. Our solutions are developed on the basis of solid research and statistical science.

B2B 90

B2B Roadmap Brands Culture 90

ClientSuccess

NOVEMBER 22, 2021

Voice of Customer. CSMs have long been known to be the ‘voice of customers’ within an organization, and they need the correct information to ensure they’re sharing the right customer story. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Do you love CEM as much as we do?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ShepHyken

MAY 9, 2023

Tailor your surveys with each customer’s experience in mind. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Leverage your promoters.

Net Promoter Score 62

Net Promoter Score NPS Roadmap Feedback 62

Wootric

DECEMBER 21, 2018

This further validates our initial hypothesis that CXInsight would give our customers cutting edge insight in Voice of Customer data regardless of how that data was collected. We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. .

2018 67

2018 E Commerce E-support 2019 67

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. Improve the quality of your insights for better business decision making.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Daniel Group

APRIL 5, 2023

And I would say Navistar Financial, my last few years at Navistar Financial, we actually stood up with a third party, a CX survey with customers and with our dealers, because our dealers didn’t have to do business with us necessarily as well. So that was a great insight. And that was a great experience. So let’s forward.”

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. 3 questions to ask during this step: Where are you seeing the most abandonment during your customer journey?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

SurveySparrow

JULY 31, 2023

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. What is Voice of Customer Data Analytics? That’s what text analytics is all about!

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

SurveyGizmo

SEPTEMBER 17, 2020

Mozilla also targets smaller random groups to provide insights on product changes and their internet experience in general, which helps decision-makers in Product Management and Engineering decide on the roadmap. This helps them drive product roadmap and development.

Feedback 64

Feedback E-support Roadmap Customer Satisfaction 64

Solvvy

JULY 10, 2018

One of the first steps in transforming into a customer-first company is to lean into customer support, the team that holds the treasure trove of knowledge about your customers and embed them with the sales, marketing and product teams. Listening to the Voice of Customers. We’ve all heard it before: Silos are bad.

Sports 48

Sports Roadmap Voice of Customer Sales 48

CX Journey

NOVEMBER 10, 2015

The descriptions include vivid narratives, images, and other items and artifacts that help companies understand the needs of the customer (contextual insights) and outline motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

inmoment

AUGUST 13, 2020

The most effective programs have a strategic partner to help map the initial CX framework, discover those actionable insights and point out the cost savings along the way. In a recent interview, Keira Hazell, Voice of Customer Manager for Kayo Sports and Binge, said, . Get a CX partner to be an extension of your team.

Return on Investment 52

Return on Investment Sports Voice of Customer Roadmap 52

Customer Alignment

MARCH 2, 2018

One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. It’s a great opportunity to include them and get them on board (and use their insights).

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

Wootric

OCTOBER 7, 2020

“We understand that in order to have an impact, CX champions must engage stakeholders, democratize insights, and ensure data is at the fingertips of frontline teams in real-time,” says Prabhat Jha, CTO of Wootric.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

ChurnZero

JANUARY 13, 2023

AI can also simplify data unification by providing more streamlined, intelligent processing for the people, teams and systems that need accurate insights to build better businesses. 2023 will be a big year gaining market traction in new customer intelligence platforms. Customer Success forges closer ties to revenue and community.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. implement is a Voice of the Customer (VOC) program for the product team.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Management Roadmap Feedback 59

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. An insights story teller? Sarah Simon is a career insights professional with 16 years of experience in the feedback industry. Does your team have an evangelist?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68