Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority.
https://mopinion.com/which-type-of-voc-software-should-your-business-use/
As the customer experience profession matures, one thing has become clear: CX professionals can’t have a strong impact unless the surrounding culture is supportive. And creating such a culture is difficult.
In a forthcoming study by Walker, CX professionals listed “developing a customer-centric culture” as the most effective way to meet customers’ changing needs. Fewer than half, however, stated that customer focus has a significant influence on their company’s culture. In other words, CX professionals believe a culture focused on customers can make a big difference, but they don’t feel their colleagues are catching on.
http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/Who-Makes-a-Company-Customer-Focused-120042.aspx/
In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive.
For a B2B company, the ability to retain clients can be the difference between success and failure. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value.
https://www.iris.xyz/sell/client-experience/voc-program-vital-your-b2b-business/
Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that…
…mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be. In order to be that catalyst, maps have to be actionable. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? Data-driven decisions are all the rage, and rightly so.
What kind of data? There’s no shortage of data, right?! Obviously, the data needs to be related to the journey you’re mapping, but here are some examples of the types of data you can add to the map.
http://customerthink.com/why-do-i-need-data-in-my-journey-maps/
There has been enough written about startups and reasons why almost all of them fail. So, why write another post about this? Even though there is no dearth of resources (blogs, videos, books, stories, etc) on reasons why startups fail and how to avoid them, I don’t see any reduction in the failure rates of startups; I don’t see them learning from the mistakes of other failed startups; I don’t see them focus on the right things that can help them avoid failure.
It is crucial that we understand that building a startup is not like a chemical reaction à add the right resources, under the right environment and you are certain of the results you will get. Starting and running a startup is a complex system with too many moving parts and any change in any of them could trigger a flow of events that could end in a catastrophe for the startup. Given this understanding, there are still some things that the startup founders could control, things that can significantly improve the probability of success.
http://customerthink.com/why-do-startups-fail/
For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is more important than ever. In the previous blog we gave an introduction about what Voice of the Customer is and the importance of listening to the customer. The question is not so much why you want to use VOC for your organization, but when you start with it to improve customer focus.
https://www.cys.group/en/blog/why-is-the-voice-of-the-customer-voc-for-your-organization-more-important-than-ever/
Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.
So why is it that two-thirds of VoC programs aren’t making a difference? This articles outlines four root causes.
http://customerthink.com/why-only-15-of-voice-of-customer-programs-are-very-successful/
There are a number of key pieces of information that a product manager can learn from listening to the voice of the customer which has an impact on all aspects of growing a business. The more the voice of the customer is implemented into the analysis of your sales, churn and product planning the more you can use data to drive repeatable success within your business model.
Here are 3 ways that the voice of the customer can be used to grow your business:
https://producthq.io/blog/2018/06/06/why-product-managers-need-to-hear-the-voice-of-the-customer/
As marketers, we can be too quick to chase innovation for innovation’s sake. Shiny, new digital platforms that have a lot of buzz about them can tempt brands in but too often they don’t deliver on the promise and become white elephants.
At Just Eat, our vision is to create the world’s greatest food community. In essence, connecting customers with the restaurants (and the food) they want around the world.
Our diverse restaurant partners, be they a local curry house, an up-and-coming cafe in Manchester or a national brand, such as KFC, are our lifeblood. Everything we do is focused on delivering on that partnership. From a marketing perspective this means we need to continually find ways to connect our customers with our restaurant partners through whatever platform the consumer wants to find them.
https://www.campaignlive.co.uk/article/why-noise-voice-chat-will-louder-brands/1490120/
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