For any business looking to provide their users with the products they need and the customer service that they deserve, knowing how to collect and act upon customer feedback is essential. Customer feedback gives businesses the guidance and information they need in making decisions.
To learn and measure how satisfied your customers are, you need to get a handle on how they see your products, customer support and the entire company. In this article, you can find out four of the best and most effective ways to respond to a customer’s feedback.
https://www.ethosplc.com/2018/07/19/4-effective-ways-to-respond-to-customers-feedback/
Voice of the customer data is one of the easiest, most timely, cost-effective and well-rounded data you can get. Surveys are done mostly online and are simple to create, analyze and reference. Programs like SurveyMonkey are fast, intuitive and easy platforms to use. You may have seen ours. SBJ sends surveys a couple of times a year and we have utilized the voice of our reader to relaunch our print edition, improve our website experience and shape our events. Our customers’ feedback has been an invaluable resource. You will continue to see SBJ respond to your feedback with action toward improvement.
http://sbj.net/stories/opinion-how-to-put-data-into-your-playbook,59676/
For customers, conversations with brands are never more than a click away. Social media is opening up more direct channels for communication between brands and consumers than ever before. And savvy brands know to use platforms like Facebook and Instagram as stronger touchpoints to engage consumers. You might have seen this play out with airline brand representatives alleviating concerns with disgruntled flyers online in real-time, or famous fast food brands exchanging cheeky tweets with critics. While social media is a powerful communication tool, it doesn’t replace a Voice of the Customer (VoC) solution when it comes to gaining actionable customer feedback. Without a solid VoC strategy in place, social media can easily become a place where your brand’s dirty laundry is aired via public conversations, rather than a real driver of positive change.
Here’s how you can use a strong VoC strategy to work in tandem with social to better understand how customers feel about your brand:
https://www.targetmarketingmag.com/article/social-media-cant-be-only-voc-strategy/
Getting customer feedback is essential to contact center, customer service and voice of the customer (VOC) leaders and managers. Without it, the contact center operates in a vacuum, and customer service and satisfaction suffers as a result.
In this age of empowered consumers, traditional survey methods won’t get you the insights you need. In fact, response rates for paper-based surveys are just 10%.1 Today’s organizations need a new solution.
https://www.opentext.com/campaigns/experience-suite/wfo/
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and Burberry.
They sit within a price range where you might think twice before purchasing them for all of your everyday needs (Louis Vuitton dish-wash cloths, anyone?), however with a bit of saving (or a few shameless credit card swipes later!), you might invest in some staples such as shoes, bags and scarves.
http://customerthink.com/deep-dive-into-customer-feedback-for-4-luxury-brands-what-can-they-improve/
Within the last few years, companies have placed greater emphasis in collecting voice of the customer (VOC) to accelerate their improvement and innovation efforts. Yet companies still create processes laden with waste and bring products and services to the marketplace that fail. Why is that?
https://www.leanmethods.com/resources/articles/fallacy-voice-customer/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
The problem is that brands fail to realize the primary value of VOC data. Information culled via customer feedback is valuable because it creates internal alignment and provides insights that allow brands to execute quicker than the competition.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
The more granular the listening the more tactical the insights tend to be. This is likely true across all research methods but especially so when it comes to VOC data.
In general, there are 4 key levels to consider when thinking through levels of granularity for Voice of Customer data:
https://medium.com/@mshotts/getting-the-most-out-of-your-voice-of-customer-data-a14ad7791e17/
When you run a busy operation that serves thousands of customers, it can be easy to overlook the benefit of asking your guests what they think occasionally. After all, when sales are strong and business is running as usual it can seem like an unnecessary exercise. If there was really a problem, your customers would tell you, right? Not necessarily.
Regularly soliciting your customers for feedback isn’t just so you have reassurance that everyone is happy. Customer feedback can play a much more significant role in the overall experience one has with your brand, service, and its representatives.
http://www.touchwork.com/15-questions-need-ask-next-customer-feedback-survey/
You’ve heard it before but I’ll say it again…Listening to the Voice of the Customer (VoC) is crucial for businesses looking to compete based on customer experience. And while this couldn’t be more true, surprisingly, nearly 75% of companies still feel that their VoC programmes aren’t effective and that they’re failing to drive actions. That is to say that these companies are listening to their customers but lack the wherewithal to turn insights into something meaningful and profitable for their business. This is where VoC tools come into play. One that comes to mind is Usabilla.
So let’s take a look at some of the competitors and alternatives to using a tool like Usabilla.
https://mopinion.com/competitors-and-alternatives-to-usabilla/
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