When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
Listening to your customers and taking action to solve their challenges is the first essential step to Customer Success. That’s why Voice of the Customer (VoC) is a critical component to driving company-wide efforts to deliver value and happiness to clients. VoC consists of initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to produce happy and successful clients.
https://www.gainsight.com/guides/essential-guide-voice-customer/
Is the customer always right? Maybe not, but their thoughts will always be an integral part of improving customer experiences. The Voice of the Customer (VoC) refers to feedback from customers on “their experiences with and expectations for your products or services”, according to survey software company Qualtrics. Feedback is more than just a survey—collecting VoC data is an in-depth process that compiles detailed information that companies can use to improve processes successfully.
https://blog.salemove.com/what-is-voice-of-the-customer-and-why-does-it-matter/
Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.
To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences they’re delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
http://www.cmo.com/opinion/articles/2016/3/29/the-real-value-in-voice-of-the-customer-the-customer-experience.html/
Online customer survey tools are a great way of engaging with your customers and discovering insights into various areas of online performance. For example, you can use survey tools to trace product feedback, carry out market research, measure customer service, the performance of your newsletters and much more. But which online customer survey tool is best for your business? Let’s take a look at one in particular: Qualtrics.
https://mopinion.com/alternatives-and-competitors-of-qualtrics/
For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone.
https://whatsnext.nuance.com/customer-experience/voice-customer-experiences/
It’s O.K. if you find yourself questioning what the Voice of Customer really is. Sure, it has “voice” and “customer” in it. Naturally, most people would assume it’s simply a company’s effort at monitoring their customers’ experience with their product or service.
Now, this is definitely one part to it… but there is so much more!
The Voice of Customer should focus on “closing the loop” by going through all the steps of the process presented below and showing the customer that their concerns really do matter.
https://blog.userlane.com/voice-of-customer-collection-plan-for-customer-success-managers/
"Understanding the voice of your customer is key in today’s competitive business landscape, as is developing a customer-centric management style which focuses on understanding and maintaining compelling, positive high-quality experiences for your customers.
Internet and intranet communication allows organizations to hold ongoing conversations with the people they serve. This gives them access to an enormous amount of potentially valuable information. Natural language understanding and deep learning are key to tapping into this information and to revealing how to better serve their audiences.
In this blog, I will discuss the different ways that deep learning can take you to the next level of understanding the voice of your customer including: the importance of qualitative data (unstructured feedback); the role of analytics in the analysis of qualitative data for VoC; and the role and promise of deep learning for applications (including AI Assistant)."
https://customerthink.com/how-deep-learning-can-take-you-to-the-next-level-of-understanding-the-voice-of-your-customer/
VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet!
VOC has one challenge - there is so much information how do you get the most from it, tactically and strategically? Most companies can get good value from the actionable insights tactically but managing them as a part of a strategic dashboard has been an issue.
https://www.cxfo.org/single-post/2018/05/16/How-to-emotionally-score-VOC-Voice-of-the-Customer-and-Sentiments/
Getting insight into your voice of customer (VOC) data involves collecting information directly from your customers about their experiences throughout their journey with your products or services. It can help you pinpoint any issues you might have overlooked in your customer experience, prioritize areas of improvement to address, and track your progress against different goals across the organization.
VOC measurement has been ranked as one of the top three CX initiatives for businesses in 2018 and beyond, and it's become an integral part of any improvement strategy, including new product development. You know you need a VOC program, and you might already have one planned or in place, but how can you make sure you're getting the most accurate insights for effective follow-up? Take a look at these seven do's and don'ts to see how you can hear your customers more clearly and respond accordingly.
https://www.astutesolutions.com/blog/articles/7-dos-and-donts-for-clearer-voice-of-customer-insights/
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