While Voice of the Customer (VoC) programmes are now commonplace, there is still a big range in the maturity and rigour of these projects within enterprises.
For many organisations, the temptation is to tackle customer feedback by simply blitzing it - collecting lots of data from lots of customers, gathering as much feedback as possible. However, unless there are concrete plans about what to actually do with the data being collected, then this is futile – it’s just listening for the sake of listening, rather than listening for the sake of improving the experience. And this is common.
https://www.mycustomer.com/experience/voice-of-the-customer/the-nine-steps-to-designing-a-voice-of-the-customer-programme/
Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
When it comes to creating an outstanding customer experience, Voice of the Customer (VoC) programs are a top priority and area of differentiation for operations teams and CX leaders. According to Forrester, just 33% of CX professionals say their VoC program is effective at driving action to improve customer experience. This means there’s tremendous room for improvement in the implementation and execution of these programs.
VoC programs require a wide skill set, deep expertise, and a significant commitment from leadership within the company. As a result, it can be challenging to get these programs past the infancy stage. In many cases, leaders are looking for ROI, yet the programs don’t have what they need to impact business results. It’s time for strategies to evolve so that VoC programs can drive increased customer loyalty and proven ROI. For that to happen, there needs to be a fundamental shift where programs move from listening to customers to truly understanding them.
https://customerthink.com/voice-of-the-customer-programs-one-strategic-shift-you-need-to-make/
There are many voices you need to listen to when developing your customer experience strategy.
You listen to your customers and to your employees. You do listen to them, right? Both of them?
Think those are the only voices you should be listening to in order to improve the customer experience? Nope! They're not the only ones. There are many voices that are key to total understanding.
You know the main ones...
https://www.cx-journey.com/2015/07/the-many-voices-of-customer-experience.html/
It may come as a surprise to many of you how much effort is put into developing mobile apps nowadays. And why all the effort? If designed well, your app can give you the upper hand in the battle for market share. Note: the key words here are ‘if designed well’. Unfortunately, this isn’t the case with all mobile apps on the market. Sure, they get the job done, but many of these apps still lack key features their users crave and a strong user experience. Fortunately, there is a remedy for these poorly designed mobile apps that will help put them back on top: in-app feedback.
https://blog.appsee.com/top-5-reasons-you-should-be-collecting-in-app-feedback/
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/
Whether building a VoC programme from the ground up, or connecting a series of pre-existing disparate programmes into a cohesive framework, these are the building blocks you need to create a Voice of the Customer strategy.
The chances are that your business has a Voice of the Customer programme in place. In fact, it is likely that you have several. Many organisations these days have multiple teams around the business capturing feedback across different channels to support their separate departmental goals.
https://www.mycustomer.com/experience/voice-of-the-customer/listen-up-how-to-build-a-voice-of-the-customer-strategy/
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