According to a survey by Statista, nearly 2.62 billion people have active social media accounts worldwide today. The high tech industry has long understood that targeted ads and social media campaigns are powerful tools for driving brand awareness and sales. However, despite the fact that social media drives more traffic to a website than organic search, conversion rates are still extremely low. In fact, according to AdWeek, social media traffic has an average conversion rate of 0.71 percent, with organic search converting at 1.95 percent and email at 3.19 percent.
Some high tech companies are very successful in creating communities and developing a strong following on their social media accounts and this is definitely the first step to increasing conversion. But how do you use these communities to build customer loyalty, provide a better customer experience and increase sales conversion rates?
https://www.itproportal.com/features/3-ways-technology-brands-can-leverage-live-engagement-on-social-media/
The General Data Protection Regulation (GDPR) initiative has put customers back in the driver's seat. Customers and prospects will henceforth own their personal data and have control over the communications they receive.
As marketers, we represent the voice of the customer. The European Union's GDPR helps us do that by focusing on the "customer first." The best possible outcome is that Marketing provides the customer with information considered valuable.
We should do so not only for EU customers but for all customers.
https://www.marketingprofs.com/articles/2018/34819/gdpr-is-already-here-a-simple-marketing-guide-for-compliance/
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/
Market research used to rely primarily upon asking questions. The tools of the trade were surveys, in-depth interviews, focus groups, in-store shop-alongs and some observational techniques derived from academic ethnographies. Of course, there were also occasions when it was possible to work directly with purchase data or with passively-measured media exposure data, but the lion’s share of research involved asking people direct questions about their behavior and attitudes. The best research practitioners refined their questions through experimentation to improve accuracy and reduce potential biases.
https://www.forbes.com/sites/scottmcdonald1/2018/05/29/the-voice-of-customer-still-matters/#753a04807481/
GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices.
The General Data Protection Regulation, or GDPR for short, aims to increase the protection and privacy of personal data, also known as Personally Identifiable Information (PII), for all EU residents.
In the age of the GDPR, consent and managing individual’s rights are crucial. Because of this, Voice of the Customer (VoC) research may become an even more important source of data and insights to marketers wanting to understand better and improve the Customer Experience (CX).
In this post, we look at why.
https://www.iperceptions.com/blog/voice-of-the-customer-gdpr/
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/
Knowing what your customers want, when they want it, and how they’d like it served up to them is not just at the heart of game changing television shows. It’s also the core of developing winning test hypotheses. It’s the why behind the quantitative data – Behind the ‘what’ of quantitative data there is a ‘why’ that informs your copy and gives your visitors an easily navigable path to becoming a customer.
https://conversionxl.com/blog/voice-of-customer/
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/
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)/
With in-depth understanding of the wants and needs of customers and prospects, it becomes possible to plan and implement powerful marketing strategies and build meaningful relations with customers.
Organizations are aware that, in order to to reliably deliver superior customer experience in the future, they need to understand the customer experience they provide today. This is fundamental in developing loyalty and retention. In this context, customers feedback plays a very important role when it comes to dependably improving and enhancing customer experience.
https://www.capgemini.com/2018/05/voice-of-the-customer-voc-taking-into-account-feedback-as-a-whole/
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