Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases.
Millennials are now the largest working demographic. This massive pool of wage-earning, digital natives, according to Pew Research, not only prefers text messaging, social media and online videos over phone calls for business communications, but they are more likely to give preference to companies that support those channels, even if those businesses aren’t the cheapest. In fact, millennials said they are more likely to renew purchases, join a loyalty program and leave a positive review if a business supports their preferred channels. That’s right: They will buy from digital savvy businesses without competing on price.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/05/15/bridging-the-omnichannel-gap-for-customer-communications/#63171558302b/
Any business with a VoC programme needs to have a set of metrics in place to maintain investment and demonstrate to employees that VoC isn’t a box ticking exercise. But which metrics should you use?
Although Voice of the Customer (VoC) programmes are widely acknowledged to be a key component to improving the customer experience, it’s not enough to just set up such a programme and assume it’ll help your business succeed. With tight budgets, even for well regarded programmes, it’s critical to measure and demonstrate the link between the Voice of the Customer and return on investment (ROI).
https://www.mycustomer.com/experience/voice-of-the-customer/measuring-voice-of-the-customer-roi-which-metrics-are-right-for-you/
Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don’t get to decide how customer-centric they are. That’s decided by their customers.
For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.
http://customerthink.com/how-to-measure-customer-centricity/
We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.
Some brands have turned to Voice of the Customer (VoC) programs to help inform the experiences they provide. Wikipedia defines VoC programs as marketing techniques designed to understand and facilitate the wants and needs of customers by organizing them into a prioritized hierarchal structure.
https://www.cmswire.com/customer-experience/10-common-voice-of-the-customer-mistakes/
Technology is advancing with such acceleration that recent headlines seem almost unbelievable. Our bodies and faces are becoming our passwords. Amazon’s Alexa assistant has announced features in development that can understand human emotions, and a robot is being created to judge gymnastics in Tokyo’s 2020 Olympics. With so much investment and interest in driverless technology, it’s even possible the children of tomorrow may never need to learn to drive. From my perspective, here are a few ways brands can rise to the occasion of endless change.
https://www.forbes.com/sites/forbesagencycouncil/2018/05/14/digital-brand-building-tactics-for-an-ever-changing-world/#32824943550d/
What makes a great customer experience? In many ways, this might depend on what you (the customer) value the most in a brand. Personalised emails or speedy social replies, for example. Or perhaps superb digital content.
Overall, however, brands with a great CX tend to cover a multitude of bases – ensuring that customers are satisfied at each and every touchpoint. So, delving a little deeper (and away from the most obvious brands) here are just a few examples and the reasons why they excel.
https://www.econsultancy.com/blog/70005-nine-less-obvious-brands-offering-great-customer-experiences/
Short but sweet infographic on how to build an effective VoC program from My Business Ideas.
http://mybusinessideas.bid/building-an-effective-voice-of-the-customer-program.html/
We’re embarking on an era where Voice of the Customer (VoC) programmes have the potential to become just that – voice led. Voice-controlled technologies are set to change the way customers and brands interact forever as Voice User Interface (VUIs) gain increasing traction. Iain Millar, Managing Partner, Innovation at Rufus Leonard - the Brand Experience Engineers that have helped clients embrace innovation for 29 years - advises chief customer officers (CCOs) seeking to enrich their customer experience through the medium of VUI. Addressing how to overcome the challenges thrown up by this new conversational world.
https://www.mycustomer.com/community/blogs/iain-millar/could-voice-uis-drive-voice-of-the-customer-data/
The opportunity for a distinctive business lies in offering optimal service and customer experience. Insight into customer feedback is necessary and KPI’s such as NPS, CES and CSAT make that possible. But how do you really implement the Voice of the Customer into your organization? We distinguish three levels in this article to give more insights into the deployment of VOC within your organization.
https://www.cys.group/en/blog/how-to-implement-the-voice-of-the-customer-into-your-organization/
To help marketers navigate the massive and expanding array of marketing technologies available to them, Chief Marketing Technologist Editor Scott Brinker recently released his annual Marketing Technology Landscape supergraphic, known as the ‘Martech 5000’.
https://www.iperceptions.com/blog/marketing-technology-landscape-2018/
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