When an organization has a holistic understanding of their customer experience (CX), it provides an opportunity to make more informed CX improvements. Voice of the Customer (VoC) programs are a proven way businesses can collect solicited customer feedback to gain a deeper understand of how customer expectations compare to customer experience and take action to drive improvements.
http://customerthink.com/5-benefits-of-collecting-solicited-customer-feedback/
If you have a VoC program or are interesting in building one, where are all the places you should “listen” to their voice? It is much more than just surveys.
https://customerthink.com/a-complete-voice-of-the-customer-program/
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/
Voice of the Customer (VoC) programs enable business leaders to gather the critical customer feedback they need to address customer concerns and shape the future of their products.
Traditional VoC programs are one-on-one interview based and can generate volumes of unstructured customer interview data. Making that information actionable is where the rub is, according to Maxie Schmidt-Subramanian, Principal Analyst of Customer Experience at Forrester.
https://www.cmswire.com/customer-experience/how-ai-is-impacting-the-voice-of-the-customer-landscape/
There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
The voice of the customer, or VoC, is arguably one of the most critical elements of a successful business strategy. After all, your customers are your source of revenue, so listening to them should be a top priority.
In more recent years, however, the need to understand the voice of the customer has become even more imperative to hone in on. With new technologies and the increase in customer expectations, voice of customer strategies have emerged as a proven tactic to increase satisfaction and boost the bottom line. In fact, just a few short years ago Gartner reported that best-in-class VoC users enjoy an almost 10-times-greater year-over-year increase in annual company revenue compared to all others. Not to mention, companies that actively engage in a voice of customer program, spend 25% less on customer retention than those that don’t.
https://www.benbria.com/the-top-tools-for-optimizing-your-voice-of-customer-program/
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