In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.
At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents’ expectations have risen compared to a year ago.
It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
http://www.bizcommunity.com/Article/196/33/181466.html/
If you’re on your way to building your first voice of the customer program, you might be wondering if the entire process actually works. And by that I mean, is the customer feedback gathered through VOC programs actually useful and actionable, or should you brace yourself for a flurry of poorly thought out attacks on your industry as a whole? Moreover, one might wonder if the VOC movement is based on results, or if it’s just a way for brands to appear interested in their customer’s opinions.
So CMSWire spoke to five different brands who gave us five different ways they benefited directly from their own VOC programs. The proof, as they say, is in the pudding.
https://www.cmswire.com/customer-experience/5-voice-of-the-customer-program-examples-in-the-wild/
Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different.
In a world where a superior Customer Experience (CX) is now viewed as a key competitive advantage, leveraging VoC as part of your Customer Experience Management (CEM) efforts has never been more important.
Naturally, you must take a customer-centric approach to your CEM efforts, otherwise you run the risk of designing an experience that doesn’t meet their needs, and that places you behind the 8-ball compared to your peers. You need to better understand how your customers think – what makes them interact with your brand the way they do, and how they feel about the experiences you provide them.
These insights go a long way, but what exponentially increases the value of this customer feedback is how you leverage these insights as part of your CEM to build better experiences for your customers.
http://customerthink.com/the-true-value-of-voice-of-the-customer-in-customer-experience-management/
No two martech stacks are the same, but all martech stacks have the same core objective. Across industries and marketing channels, marketers seek to derive customer insights from data, with the aim of driving better business results. That’s why search engine optimization (SEO) is now playing a pivotal role across many CMOs marketing technology stacks.
Brands require a unifying data source that will link together their audience segments and their marketing activities, as a foundational layer for their martech stack. Organic search sits at the core of this ecosystem and acts, in multiple senses, as the true voice of the customer. As SEO is becoming voice-enabled, visual and vertical, the organic channel’s significance will only grow over the coming years. This makes it an invaluable element for any business that aims to improve their customer experience.
https://martechtoday.com/the-role-of-seo-in-the-martech-stack-the-voice-of-the-customer-223559/
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation.
We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so.
https://www.business2community.com/customer-experience/4-rules-for-responding-to-customer-feedback-02111756/
One small customer insight can lead to millions in extra sales, according to Joe Urbany, professor of marketing at the University of Notre Dame, who spoke at the ADMA Global Forum today.
Urbany, who works with local company, Choice to Growth, and is the co-founder of Vennli, said there is a misalignment between what companies think their customers want, and what they actually want. And it's those gaps that represent financial value.
Closing the gaps can have enormous implications for the financial bottom line of a company. But to do that, organisations have to be brave and be willing to hear things from their customers they may not want to hear.
https://www.cmo.com.au/article/645984/how-disruptive-customer-insights-drive-financial-value/
This definitive guide will take you through every aspect of a creating a successful VoC program, from the different ways you can collect the voice of your customers all the way to the ways you can extract customer insights that will have a meaningful impact to your business.
In this eBook you will learn:
-How to select the right VoC methodology and metrics
-How to design and implement your VoC program
-How to connect and analyse your VoC data
-Tips for choosing a VoC solution
https://www.mycustomer.com/resources/the-definitive-guide-to-a-successful-voice-of-the-customer-program/
It’s no longer good enough to listen to customers just for the sake of listening. In the age of the experience, brands need to listen to improve the customer experience if they have a hope of staying relevant.
Enter voice-of-the-customer (VoC), a concept used in business and IT to describe the in-depth process of capturing customer’s expectations, preferences and aversions.
According to Forrester, companies are using VoC programs to collect and analyse customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. But while VoC has been on the radar for several years, maturity across companies and their VoC programs is at extreme ends of the spectrum and many are just getting started.
https://www.cmo.com.au/article/631432/listening-why-customer-voice-taking-whole-new-meaning/
As a contact center leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever task is put in front of you, and you relish new challenges that come your way. You’re truly a rock-star contact center manager or supervisor.
Out of everyone working in your organization, it seems like you at a minimum should be anointed with “Voice of the Customer (VoC) Superhero” status, right?
https://www.calabrio.com/blog/are-you-a-voice-of-the-customer-voc-superhero/
If your company is looking to generate feedback through a customer satisfaction survey, you’re not alone. In fact, 84 percent of companies report that they actively seek regular input from their consumers, and 89 percent of companies compete directly with other businesses based on the customer experience alone. This data emphasizes the importance of an effective Voice of the Customer (VoC) program, but unfortunately, many organizations are not using VoC programs to their full potential. Far too many businesses collect the feedback then forget about it during the decision-making process, and all of that rich, relevant data about the consumer experience is wasted.
https://www.quicktapsurvey.com/blog/3+VoC+KPIs+You+Need/
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