Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
For Newsday, increasing the clarity of viewing our business through the consumer’s lens has become increasingly important. Pursuant to this goal, in March 2016, Newsday began a multi-channel voice-of-customer strategy that included measuring customer experience for its contact centre, home delivery distribution, digital Web, and mobile Web platforms via Foresee.
Today, Newsday continues building this robust multi-channel, voice-of-customer rich data set, having collected data from more than three million answered questions.
https://www.inma.org/blogs/value-content/post.cfm/voice-of-customer-strategy-leads-to-better-business-decisions-at-newsday/
“We really need to listen to the voice of the customer.”
If you’ve never heard this phrase before, then you either walk around with your headphones in all day or you’ve never worked at a startup. 89 percent of companies are using customer experience as a way to differentiate and compete.
If 9 in 10 companies are investing in voice of customer (VoC), isn’t it about time you did, too?
https://surveyanyplace.com/brand-perception-survey-questions/
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.
So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
http://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
In this edition of #CXSecrets, we’ll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies.
https://www.business2community.com/marketing/cx-secrets-use-voc-program-quickly-answer-strategic-market-research-questions-02044686/
If you want your organisation to succeed in disruptive times, listen to your customer and genuinely deliver on the value you promised, according to Mark Langley, President and CEO of Project Management Institute.
https://bluenotes.anz.com/posts/2018/04/don_t-leave-voice-of-the-customer-to-chance/
To truly be a customer-centered organization, you must bring the voice of the customer into your meetings. Here are four steps to get your started.
https://www.forbes.com/sites/yec/2018/04/10/bringing-the-voice-of-the-customer-into-your-meetings/#2d9dc6f0c4f5/
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/
And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
“Brands need to stop doing surveys to answer questions they already know,” advises Goodman in an interview with Telus International. Find out more about how top brands like Southwest, Zappos and Clorox, a CCMC client, are conducting formal surveys, listening to social media and using VOC to improve service.
https://www.customercaremc.com/article-three-ways-call-centers-can-tap-voice-customer-voc/
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