The travel industry, one of the world’s largest industries, has changed drastically over the last few years as a result of digitisation. Digitally confident customers now seek more control of the booking process, making the demands for good (online) service even higher than before. So what does this mean for travel marketers? You guessed it, the Voice of the Customer must become a top priority.
https://mopinion.com/travel-companies-voice-of-the-customer/
According to Gartner CMO Spend Survey 2016-2017, customer experience is the top area of innovation being pursued by marketing leaders. Empowered with larger budgets and spend directed toward innovation efforts, marketing leaders look to analytics for proof that customer experience investments pay off. VoC analytics is often used alongside customer journey analytics in order to evaluate the customer experience across touchpoints and over time.
https://www.gartner.com/smarterwithgartner/use-voice-of-customer-data-to-improve-customer-experience-analytics/
One of the most common – and counterproductive – mistakes in business is making assumptions about your customers.
Having even the most dynamic marketing plan for a superb range of products is whistling in the wind if you haven’t established good two-way communication with your target market.
How can you be sure that your brand and customer service are properly focused, without a constant flow of customer feedback?
Even if you do online and offline surveys and research, that’s still not a substitute for active listening.
https://www.granbymarketing.com/listen-to-your-customers/
Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program.
https://experiencematters.blog/2018/05/07/building-strong-voice-customer-program-infographic/
To help marketers navigate the massive and expanding array of marketing technologies available to them, Chief Marketing Technologist Editor Scott Brinker recently released his annual Marketing Technology Landscape supergraphic, known as the ‘Martech 5000’.
https://www.iperceptions.com/blog/marketing-technology-landscape-2018/
The opportunity for a distinctive business lies in offering optimal service and customer experience. Insight into customer feedback is necessary and KPI’s such as NPS, CES and CSAT make that possible. But how do you really implement the Voice of the Customer into your organization? We distinguish three levels in this article to give more insights into the deployment of VOC within your organization.
https://www.cys.group/en/blog/how-to-implement-the-voice-of-the-customer-into-your-organization/
We’re embarking on an era where Voice of the Customer (VoC) programmes have the potential to become just that – voice led. Voice-controlled technologies are set to change the way customers and brands interact forever as Voice User Interface (VUIs) gain increasing traction. Iain Millar, Managing Partner, Innovation at Rufus Leonard - the Brand Experience Engineers that have helped clients embrace innovation for 29 years - advises chief customer officers (CCOs) seeking to enrich their customer experience through the medium of VUI. Addressing how to overcome the challenges thrown up by this new conversational world.
https://www.mycustomer.com/community/blogs/iain-millar/could-voice-uis-drive-voice-of-the-customer-data/
Short but sweet infographic on how to build an effective VoC program from My Business Ideas.
http://mybusinessideas.bid/building-an-effective-voice-of-the-customer-program.html/
We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.
Some brands have turned to Voice of the Customer (VoC) programs to help inform the experiences they provide. Wikipedia defines VoC programs as marketing techniques designed to understand and facilitate the wants and needs of customers by organizing them into a prioritized hierarchal structure.
https://www.cmswire.com/customer-experience/10-common-voice-of-the-customer-mistakes/
Any business with a VoC programme needs to have a set of metrics in place to maintain investment and demonstrate to employees that VoC isn’t a box ticking exercise. But which metrics should you use?
Although Voice of the Customer (VoC) programmes are widely acknowledged to be a key component to improving the customer experience, it’s not enough to just set up such a programme and assume it’ll help your business succeed. With tight budgets, even for well regarded programmes, it’s critical to measure and demonstrate the link between the Voice of the Customer and return on investment (ROI).
https://www.mycustomer.com/experience/voice-of-the-customer/measuring-voice-of-the-customer-roi-which-metrics-are-right-for-you/
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