According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers.
Meaning that competing on price and product or a combination of both is becoming much less important. This is big, really big, because creating great customer experiences will require tenacity, dedication, long term thinking, integration of data, collaboration and a cross company approach where everyone is involved. No. Mean. Feat.
https://which-50.com/why-the-customer-experience-matters/
There are a number of key pieces of information that a product manager can learn from listening to the voice of the customer which has an impact on all aspects of growing a business. The more the voice of the customer is implemented into the analysis of your sales, churn and product planning the more you can use data to drive repeatable success within your business model.
Here are 3 ways that the voice of the customer can be used to grow your business:
https://producthq.io/blog/2018/06/06/why-product-managers-need-to-hear-the-voice-of-the-customer/
What's the point in collecting customer listening data if you never have the time to analyse and apply your findings? It's time to de-clutter your customer listening data.
Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!
https://www.mycustomer.com/experience/voice-of-the-customer/eight-actions-to-simplify-your-customer-listening-programme/
Here’s four ways bad customer reviews can negatively affect your ranking on the search engine results pages (SERPs), and likely, your sales as well..
https://www.business2community.com/seo/3-ways-bad-customer-reviews-can-crush-your-local-seo-and-sales-02071324/
How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these insights allowing you to make changes that increase your market share and revenues?
You will already know where the trend is going. GDPR will create some volatility as the implications start to play out, but without doubt it will play out albeit with amended guidelines. What is also without doubt will be the explosive growth of passive data which will be harnessed to increasingly sophisticated analytics as a means of predicting customer behaviour. As data bandwidths increase and become cheaper, the sheer volume of data will explode as almost everything we do becomes monitored to a greater and ever granular degree.
Is it possible that we are relying too much on technology? Are companies now adapting their customer journeys, internal processes and products based on what the technology-driven analytics say alone? Or are there alternatives that will give you better insight?
https://nextten.media/voice-of-customer-and-big-data-will-never-be-your-key-differentiator/
This case study examines how GBG used CustomerSure to power their global Voice of the Customer (VoC) programme.
GBG provide global specialist identity data services. When organisations need to prevent fraud, vet their employees, or ensure their customer data is accurate, they turn to GBG to help.
https://www.callcentrehelper.com/case-study-gbgs-successful-global-voice-of-the-customer-programme-128317.htm/
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/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
Here are 3 tips to help ensure that your CS matches the promise of your CX:
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
Kris McKenzie Senior Vice President and General Manager for EMEA at Calabrio explains to Information Age how having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer experience are two different things.
http://www.information-age.com/data-business-initiatives-customer-experience-123472182/
Customer Experience Management (CEM) is getting a lot of attention in the technology market. CEM is a solution through which an organization can interact with their customers and analyze customer behavior, purchasing patterns, satisfaction, complaints, insights and their overall experience. Organizations have to reach out to customers and hence are applying this customer centric approach.
http://www.digitaljournal.com/pr/3796068/
Bookmarks on this page are managed by an admin user. 
