A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.
In order to better understand how to use VOC and the types of feedback that your customers are providing, let’s divide it into three unique aspects, each with their own distinct attributes and value to an organization. In the work I do with clients at Yes&, all three of these facets are used to form a cohesive picture of what a customer needs, what their experience has been and how they are feeling about a brand.
https://www.forbes.com/sites/forbesagencycouncil/2019/01/11/understanding-the-three-facets-of-the-voice-of-the-customer-voc/
“You can’t manage what you can’t measure,” goes the oft quoted saying by Peter Drucker.
Delivering excellent Customer Experiences is the competitive differentiator between brands and delivering that primary goal is dependent on listening to customers and understanding their intentions.
DOWNLOAD this white paper and learn how to efficiently stay on course to achieve exemplary Customer Experience targets with the combination of Voice of the Customer data and Journey Analytics.
https://www.destinationcrm.com/BestPractices/8580-Measuring-CX-with-Voice-of-the-Customer-and-Journey-Analytics.htm/
Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then acting on their preferences and aversions. The voice of the customer (or VOC) consists of three distinct types of customer feedback: direct, inferred, and third-party.
https://www.zappix.com/blog/how-the-voice-of-the-customer-can-transform-cx/
In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.
Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
Website feedback tools and the VoC data we collect using these tools has become the backbone of the customer experience. These tools yield businesses with a more simplified way of opening up a dialogue with their online visitors as well as gain a deeper understanding into how they experience the website, mobile app or in a more general sense, the brand itself. With a surplus of these tools on the market, it can be rather challenging to select the right tool for your business. So don’t be hasty – take your time and evaluate your options…let’s start off with one of the more seasoned tools, Feedbackify.
https://mopinion.com/top-10-competitors-alternatives-to-feedbackify/
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong.
There has been an incredible resurgence of voice as the new user interface of choice, and it remains the chief channel for complex customer inquiries and interactions. As a result, organizations have been getting serious about connecting their voice communications systems to their systems of action -- deeply embedding voice in the fabric of customer relationship management systems.
https://www.crmbuyer.com/story/85827.html/
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data to influence your company growth.
http://customerthink.com/how-to-leverage-your-customer-insights-for-growth-in-2019/
DIY Surveys aren’t what they used to be. We are in an age where technology can extract insights, patterns and even sentiments from structured and unstructured conversations on multiple platforms; and feed them directly into campaigns. Leela Srinivasan, CMO of SurveyMonkey, brings us up-to-speed on ways that technology is elevating DIY surveys to a science, and what marketers need to do to drive optimal business outcomes from them.
https://www.martechadvisor.com/articles/bi-ci-decision-science/using-customer-surveys-for-smart-insights/
In a recent white paper we created about health care data, we borrowed from Dr. Seuss: “Data here, data there, data going everywhere. Near and far, far or near, data going out my ear.” It’s pretty safe to say that statement is true for all industries today, especially marketing.
The burning question is: “How are we using our data?” Or, from a more proactive standpoint: “How do we use our data to drive us, not drown us?”
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/11/voice-of-the-customer-using-digital-analytics-to-strengthen-your-content/
"Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do."
http://customerthink.com/playing-the-customer-experience-game-to-win-interview-with-nienke-bloem/
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