You’ve heard it before but I’ll say it again…Listening to the Voice of the Customer (VoC) is crucial for businesses looking to compete based on customer experience. And while this couldn’t be more true, surprisingly, nearly 75% of companies still feel that their VoC programmes aren’t effective and that they’re failing to drive actions. That is to say that these companies are listening to their customers but lack the wherewithal to turn insights into something meaningful and profitable for their business. This is where VoC tools come into play. One that comes to mind is Usabilla.
So let’s take a look at some of the competitors and alternatives to using a tool like Usabilla.
https://mopinion.com/competitors-and-alternatives-to-usabilla/
Every organization has a unique way of interacting with customers based on its organizational culture, a system of shared assumptions, values, beliefs, and behaviors that govern people’s behavior within the organization. The way employees of an organization interact with customers creates the image or perception of the company to its customers. Even more, every customer’s perception is unique as it is not merely about the way the organization interacts with the customers, but also includes the way the customers perceive it.
Customer experience is the cumulative effect of customer’s perceptions and related feelings caused by each interaction with an organization’s employees, systems, channels or products. Therefore, it is not enough to merely group the customer perceptions into a set of bands by asking a series of rating questions (typically on a scale of 0 to 10). These questions barely break through the surface of customer’s feelings and do not come near understanding the true voice of the customer.
https://www.techsophy.com/blog-customer-feedback/
Everybody is talking about customer experience (CX), but like many other hot industry terms, it can mean different things to different people. I like the Wikipedia definition: “Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences during their experience.”
Marketing definitely has a significant role in supporting each of these components. But the old adage that marketing gets the customer and customer service keeps the customer is overstated. A reputation for great service can help the company get customers and marketing has an important role in keeping them.
http://customerthink.com/7-ways-marketing-can-boost-your-cx-performance/
The retail landscape is undergoing rapid change. It has always been one of the first industries to be affected by economic fluctuations or political turbulence, but when you add to that the myriad of other factors impacting the sector today—chief among them being technology—traditional retailers and disruptors start speculating about and often fearing the future.
For starters, the retail industry is and will continue to be alive and well for the foreseeable future. A recent study by Deloitte predicted that “consumers will spend confidently throughout 2018.” In fact, the research highlights that the sector is expected to see a growth of 3.2% to 3.8% this year. This projected growth is for the global retail industry, which includes brick-and-mortar and online formats. The competition and the wide range of choices in channels and formats is also expected to continue, according to the study. The customer has always been king—and despite the changes the sector is undergoing, retail has remained and will likely always be the customer’s kingdom.
https://www.forbesmiddleeast.com/en/for-retail-to-thrive-online-and-offline-retailers-must-learn-from-one-another/
I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines.
Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories:
+Only one Blockbuster Video store remains
+Papa John’s Pizza removes likeness of the company’s founder in the aftermath of his use of a racially offensive word
+Voice search is on the rise
http://customerthink.com/so-many-customer-experience-lessons-so-little-time/
When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way.
But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. When left unattended, that gap can quickly grow into a chasm.
https://www.business2community.com/customer-experience/are-you-tuning-out-the-customers-voice-02092561/
Need some guidance in making business decisions? Then you might want to think about employing a business intelligence tool, or BI tool. Business intelligence tools are all about helping you understand trends and deriving insights from your data so that you can make tactical and strategic business decisions. Now, I know what some of you startups and smaller-size businesses are thinking… “These tools are way too advanced and complex for my company. It’s no use”. Well you couldn’t be more wrong. Nowadays BI tools can help businesses of all shapes and sizes make sense of complex, big data and drive profits!
https://mopinion.com/business-intelligence-bi-tools-overview/
Are you listening to the voice of your customers? Of course you are. Based on CustomerThink research, nearly all large enterprises conduct relationship and/or transaction surveys. And increasingly, small and mid-sized firms are doing so, too.
But wait, did I say “voice” – singular? You should be listening to several “voices,” deciding what actions are needed, and — this is the most important thing — taking action! My customer-centric research has identified five “Listen” practices that leading brands implement more effectively, in order of relative impact:
http://customerthink.com/voice-of-customer-industry-trends-consolidation-disruption-and-the-rise-of-real-time-action/
As the influence of social media continues to proliferate, so does the volume of online consumer insights available to companies.
The ability to successfully filter, capture and analyze actionable data is extremely lucrative for data-driven organizations. According to a 2017 McKinsey study, organizations that leverage consumer behaviorial insights outperform their competitors by 85 percent in terms of sales growth and by more than 25 percent in total profits.
https://www.cmswire.com/customer-experience/the-customer-voice-bringing-value-to-online-data/
So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
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