Customer experience is undergoing a massive shift — similar to how smartphones took hold ten years ago. At that time, if your brand didn’t have a mobile strategy it’s likely you didn’t survive. Today, we’re on the precipice of the next catalyst: Voice.
In her annual Internet Trends Report, influential analyst Mary Meeker named voice one of the top trends of the year, noting the rise in mobile voice and improved voice recognition. We’re entering a new era of customer communication as people transition to mobile-only and voice assistant usage — which surged by an estimated 130% in 2017.
https://www.mediapost.com/publications/article/319668/the-rise-of-voice-are-marketers-listening.html/
We’re going to help you avoid some of the most common pitfalls so you can build a solid foundation and scale your Voice of the Customer program with ease.
Take a look at the top 5 things you should 100% avoid when getting started with a Voice of the Customer program.
https://www.kayako.com/blog/voice-of-the-customer/
According to the website, iSixSigma, The “voice of the customer” is a process used to capture the requirements/feedback from the customer (internal or external) to provide the customers with the best in class service/product quality. This process is all about being proactive and constantly innovative to capture the changing requirements of the customers with time. The “voice of the customer” is the term used to describe the stated and unstated needs or requirements of the customer. The voice of the customer can be captured in a variety of ways: Direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, complaint logs, etc. This data is used to identify the quality attributes needed for a supplied component or material to incorporate in the process or product.
http://cerasis.com/2013/08/16/voice-of-the-customer/
Listening to your customers and taking action to solve their challenges is the first essential step to Customer Success. That’s why Voice of the Customer (VoC) is a critical component to driving company-wide efforts to deliver value and happiness to clients. VoC consists of initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to produce happy and successful clients.
https://www.gainsight.com/guides/essential-guide-voice-customer/
Is the customer always right? Maybe not, but their thoughts will always be an integral part of improving customer experiences. The Voice of the Customer (VoC) refers to feedback from customers on “their experiences with and expectations for your products or services”, according to survey software company Qualtrics. Feedback is more than just a survey—collecting VoC data is an in-depth process that compiles detailed information that companies can use to improve processes successfully.
https://blog.salemove.com/what-is-voice-of-the-customer-and-why-does-it-matter/
Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.
To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences they’re delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
http://www.cmo.com/opinion/articles/2016/3/29/the-real-value-in-voice-of-the-customer-the-customer-experience.html/
"Understanding the voice of your customer is key in today’s competitive business landscape, as is developing a customer-centric management style which focuses on understanding and maintaining compelling, positive high-quality experiences for your customers.
Internet and intranet communication allows organizations to hold ongoing conversations with the people they serve. This gives them access to an enormous amount of potentially valuable information. Natural language understanding and deep learning are key to tapping into this information and to revealing how to better serve their audiences.
In this blog, I will discuss the different ways that deep learning can take you to the next level of understanding the voice of your customer including: the importance of qualitative data (unstructured feedback); the role of analytics in the analysis of qualitative data for VoC; and the role and promise of deep learning for applications (including AI Assistant)."
https://customerthink.com/how-deep-learning-can-take-you-to-the-next-level-of-understanding-the-voice-of-your-customer/
VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet!
VOC has one challenge - there is so much information how do you get the most from it, tactically and strategically? Most companies can get good value from the actionable insights tactically but managing them as a part of a strategic dashboard has been an issue.
https://www.cxfo.org/single-post/2018/05/16/How-to-emotionally-score-VOC-Voice-of-the-Customer-and-Sentiments/
Getting insight into your voice of customer (VOC) data involves collecting information directly from your customers about their experiences throughout their journey with your products or services. It can help you pinpoint any issues you might have overlooked in your customer experience, prioritize areas of improvement to address, and track your progress against different goals across the organization.
VOC measurement has been ranked as one of the top three CX initiatives for businesses in 2018 and beyond, and it's become an integral part of any improvement strategy, including new product development. You know you need a VOC program, and you might already have one planned or in place, but how can you make sure you're getting the most accurate insights for effective follow-up? Take a look at these seven do's and don'ts to see how you can hear your customers more clearly and respond accordingly.
https://www.astutesolutions.com/blog/articles/7-dos-and-donts-for-clearer-voice-of-customer-insights/
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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