eringilliam: customer-feedback*

Bookmarks on this page are managed by an admin user.

120 bookmark(s) - Sort by: Date ↓ / Title / Voting / - Bookmarks from other users for this tag

  1. A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the problem is defining what ‘not going to plan’ looks like. Is the programme not achieving your goals? Is it not getting the business benefits you expected? Has an in the first place?

    While we can’t explore each and every detail in this blog post, there are some common pitfall that we want to share. These are the main mistakes that we’ve seen brands make time and again which have thrown their VoC programme off-course.
    https://ravingcontent.rantandrave.com/why-your-voice-of-the-customer-programme-isnt-going-to-plan/
    Comments - Voting 0
  2. Most brands ‘get’ that Customer Experience is important – but often struggle to balance long-term drivers with short-term priorities. And, while 89% of companies expect to compete mostly on the basis of Customer Experience in the future, they’re still stuck competing where they’ve traditionally fought – on price and on product. They’re trapped in the day-to-day and can’t make the necessary gear change.

    Those charged with championing CX often struggle to connect Voice of the Customer (VoC) back to hard business results. They understand that poor Customer Experience can lead to churn, loss of brand image and even stop prospects from ever becoming customers in the first place. What they don’t have is the evidence to justify the investment in Voice of the Customer and move it up the agenda.

    They face an uphill struggle trying to get the budget for long-term initiatives when the business is fighting short term pressures. The smart brands are the ones changing this dynamic. They’re the ones who have gathered the evidence, know the numbers and know the value of VoC to the bottom line.
    https://ravingcontent.rantandrave.com/how-to-show-the-value-of-voice-of-the-customer-on-the-bottom-line/
    Comments - Voting 0
  3. It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.

    Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
    https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
    Comments - Voting 0
  4. In the past 5 years we've seen a real shift in customer expectations, not only are they demanding exceptional experiences but they're also not completing surveys. These trends have continued to intensify, leaving brands with low levels of engagement and poor response rates. If you struggle to engage your customers then you'll never be able to run a Voice of the Customer programme that provides real value. Additionally, we need to ensure that we're capture meaningful feedback, helping you to drive your business forward using customer insight.

    But let's start with the most common problem, customers aren't completing your surveys, so what can you do about it?

    Firstly, it's comforting to know that you're not alone, we encounter brands and businesses that have this very problem, making it a real struggle to capture the true Voice of the Customer. Instead of a survey led approach, we encourage businesses to ask only one open-ended question (and capture a score alongside this) at relevant parts of the customer journey and immediately after service delivery. This approach leads to response rates of between 35-50% (compared with 2-5% for traditional surveys - and this doesn't even take into account drop out rates), as well as much richer insight, as we are getting the views of customers in their own words.

    If you imagine the entire customer journey, and then pick up on the key touch points and ask for feedback at them, you're still able to build up the same intelligence you would get with a survey at the end of the journey. However, this way makes the questions much more relevant to the customer and the insight is more valid because it's captured in the moment.
    https://ravingcontent.rantandrave.com/our-guide-how-to-build-a-successful-voice-of-the-customer-programme/
    Comments - Voting 0
  5. It's not about how long you’ve been in business; it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs - they don’t understand the traits and characteristics that define what customers now want.

    We’ve seen a real change in customer expectation. In almost every industry, new brands have emerged as challengers purely on the strength of successful VoC programmes. Their approach has resonated with an audience of customers who are fed up with how they are treated and expect an exceptional experience, we know that the successful companies of today have earned their position because of the quality and consistency of their VoC programmes.

    It’s not enough to simply conduct a VoC programme. Brands have to cultivate a genuine, heartfelt approach that allows everyone in the organisation to listen and react to customer needs. So without delay, lets explore the key traits that make a VoC programme successful:
    https://ravingcontent.rantandrave.com/key-traits-of-successful-voice-of-the-customer-programmes/
    Comments - Voting 0
  6. What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Find out in this article by CEO of PeopleMetrics, Sean McDade.
    https://www.peoplemetrics.com/blog/5-mistakes-to-avoid-in-your-voice-of-customer-program/
    Comments - Voting 0
  7. Would you like to gather real time feedback from your online visitors as they set out to achieve their goals on your website? Perhaps you are doing this already but struggle to manage the data and pick out the important trends? If so, tune in to our upcoming webinar where we will be joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She will share some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
    https://mopinion.com/webinar-how-tui-leverages-online-customer-feedback/
    Comments - Voting 0
  8. There has been enough written about startups and reasons why almost all of them fail. So, why write another post about this? Even though there is no dearth of resources (blogs, videos, books, stories, etc) on reasons why startups fail and how to avoid them, I don’t see any reduction in the failure rates of startups; I don’t see them learning from the mistakes of other failed startups; I don’t see them focus on the right things that can help them avoid failure.

    It is crucial that we understand that building a startup is not like a chemical reaction à add the right resources, under the right environment and you are certain of the results you will get. Starting and running a startup is a complex system with too many moving parts and any change in any of them could trigger a flow of events that could end in a catastrophe for the startup. Given this understanding, there are still some things that the startup founders could control, things that can significantly improve the probability of success.
    http://customerthink.com/why-do-startups-fail/
    Comments - Voting 0
  9. Good business owners will be inspired to take action when they receive complaints or any kind of critical feedback about their products or services.

    Our deeply ingrained ideas about good customer service compel us to believe that, when a customer says something is wrong, we need to fix it. We want to abide by that often-debated adage, “The customer is always right.”

    However, while customers should always feel like they are right, you can’t let every customer’s whim dictate how your business operates.
    https://www.cmswire.com/customer-experience/not-all-customer-feedback-requires-change/
    Comments - Voting 0
  10. In this customer story, Canterbury City Council’s Product Manager, David Newell shares a little bit about how his organisation’s customer feedback programme (with Mopinion’s software) has helped his team become more customer centric online.
    https://mopinion.com/canterbury-city-council-customer-centricity-online/
    Comments - Voting 0

Top of the page

First / Previous / Next / Last / Page 1 of 12 Voice of Customer News: Tags: customer-feedback

Make sure to check out our other labels too:

About - Made with in Rotterdam

Mopinion: The Leading Voice of customer Tool

Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.