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/
"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/
Heaps of companies are shifting their focus to the online Voice of the Customer. In fact, many of these companies have been asking us how our solution differs from other feedback tools on the market. A sensible question actually, considering many tools look very similar to one another on the front-end. That’s why we’ve created an overview that hones in on the major differences between Mopinion and Usabilla.
https://mopinion.com/usabilla-difference/
Customers are changing far faster today than organizations are. Customers are setting the agenda. Their expectations are rising in direct proportion to their declining trust in and loyalty to organizations and brands.
You cannot deliver quality customer experience if you don’t understand the needs of your customers and create products and services to meet those needs. The agile organization is constantly soliciting customer feedback and constantly adapting and refining based on that feedback.
http://gerrymcgovern.com/customer-feedback-drives-the-agile-organization/
Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!
Remember the old Gartner stat: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. It's from a few years ago but still fairly representative. I've seen the 10% as high as 34% in some studies. Perhaps the 5% has bumped up a bit, but tell me the last time you heard from a company after providing feedback. It's pretty rare.
https://www.cx-journey.com/2018/05/tips-for-designing-closed-loop-feedback.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+CxJourney+(CX+Journey%E2%84%A2)/
As the saying goes, “For every customer who bothers to complain, 20 other customers remain silent.” Unless the experience is really bad, customers usually don’t bother to share feedback about an experience that didn’t meet their expectations. Instead, they decide never to do business with the service provider again. That’s a high price to pay for lost feedback.
The lost customer is not the only casualty. Studies have shown that each dissatisfied customer typically shares the unsatisfactory experience with 8 to 10 (sometimes even 20) others. With the growing use of social media, it’s not uncommon for negative feedback to go viral and hurt the credibility of a brand.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.Ww6WLEiFPIU/
If you run your own business I know you do your best to please your customers, satisfy their needs, and eventually to keep them loyal to your brand. But how can you be sure that your efforts bring desired results? If you do not try to find out what your clients actually think about your service, you will never be able to give them the best customer experience. Their opinions about experience they have with your brand is helpful information that you can use to adjust your business to fit their needs more accurately.
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-your-business-28e99c00eba7/
How do you know what your customers need? As long as you are using the correct channels, finding the answer can be as easy as asking.
Getting honest feedback may be tough because it takes time out of a customer’s day. This is why you must make the process as easy and as fast as possible. It also helps to offer an incentive along with your request for feedback. The incentive could be a discount or complimentary product or service from your business.
Here are some of the best channels to ask for customer feedback:
https://www.business2community.com/customer-experience/how-to-get-honest-customer-feedback-and-use-it-02071019/
Consumers want to shop for an automobile in the same way they shop for other items online. Online advertisements encourage consumers to make purchases even before they are certain of what they want to buy. The use of artificial intelligence to bring customers to your dealership is the modern way of advertising. The use of social media and other online techniques as a means to collect data about what consumers are looking for and interested in is an excellent way for car dealers to discover what it is their customers are interested in, particularly when they are looking to purchase a new car. This way, the car dealer can entice their customers with the newest cars on the lot by offering them discounts and bonus packages if they purchase a car right now.
https://www.cbtnews.com/best-ways-to-re-engage-with-lost-customers-using-modern-methods/
When you first start selling online, receiving negative customer feedback can feel like a real kick in the teeth. You’ve put in all the hard work to get the order out but have fallen short of your customer’s expectations and are now worried about your reputation, not to mention how it might affect your metrics.
With experience though, you start to realize that negative customer feedback is just part of selling online and shouldn’t be taken to heart. In fact, if you use it creatively, it can even present you with an opportunity to shine.
https://www.business2community.com/brandviews/xsellco/4-creative-ways-to-utilize-your-negative-customer-feedback-on-amazon-and-ebay-02083046/
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