Most brands ‘get’ that Customer Experience is important – but often struggle to balance long-term drivers with short-term priorities. And, while 89% of companies expect to compete mostly on the basis of Customer Experience in the future, they’re still stuck competing where they’ve traditionally fought – on price and on product. They’re trapped in the day-to-day and can’t make the necessary gear change.
http://ravingcontent.rantandrave.com/how-to-show-the-value-of-voice-of-the-customer-on-the-bottom-line/
Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program at all, or the program is ad-hoc and limited in its reach. When companies do adopt a technology platform (commonly referred to as a customer feedback management (CFM) platform), they often underutilize it and don’t reap maximum value from it. We have examined the reasons companies aren’t satisfied with the return on their VoC technology investment and found that in many cases, the reason is a lack of strategy.
http://www.lenati.com/blog/2017/11/case-voc-strategy-building-strong-foundation/
When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”
I’m going to guess it’s not something you think often/ever. What your customers want is complicated - and it’s changing all the time. But that doesn’t mean it’s impossible to achieve.
Not every CX success comes from a significant initiative or programme. Sometimes, it's the little tweaks and quick wins that can boost your approach and the subsequent results.
Here are four quick wins to prioritise, to help you nail your approach to Customer Experience.
http://ravingcontent.rantandrave.com/4-quick-wins-to-move-your-cx-programme-to-the-next-level/
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
If you’re reading this it’s probably safe to say your business has decided to implement an online customer feedback programme. Excellent choice! The next step is to start setting things into motion (in other words, collecting feedback), which can be challenging without the proper guidance. If you already have goals set out for your business, you’re certainly on the right track. Now all you’re going to need is a strategy that encompasses those goals, which – in the case of feedback – can be as simple as using a feedback form template, or at least understanding how a feedback form should be designed…
https://mopinion.com/the-best-feedback-form-templates-for-your-website/
It's fair to say companies have recognized the power of customer experience (CX). Think of the great lengths businesses have gone to provide features such as one-click ordering or same-day delivery. We at Walker predicted this in our 2013 report “Customers 2020,” in which we revealed a rise in the influence of customer experience and a decline in traditional methods of differentiation based on products and price. It appears we got that one right. CX is now widely considered one of the best ways to establish a competitive advantage.
However, it’s clear that not all companies have caught on. In particular, new research shows business-to-business (B2B) firms are not keeping up with these trends.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-B2B-Companies-Are-Falling-Behind-in-Customer-Experience-121782.aspx/
Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us? What may come to mind is an acquisition or merger or reorganization or new product. But even so, these same funders are in-play in each of these scenarios. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.
https://clearactioncx.com/strategic-customer-experience-action-voice-customer/
Have you ever spoken to someone so inquisitive that they ask you more questions before you’ve even finished answering the first? Or even worse, as you answer their questions thoroughly, they don’t even give you so much as a head nod to let you know they’ve understood? It is a frustrating situation to feel as though you aren’t being heard, or that your voice has gone in one ear and out the other.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-to-enhance-cx-by-acting-on-available-data/
There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.
“AI is the new solution to better understanding the voice of the customer and while it does takes expertise, it doesn’t have to be overly complex or hard,” she told CMO during a recent interview.
https://www.cmo.com.au/article/630032/using-ai-enable-more-human-understanding-voice-customer-data/
When a customer is dissatisfied with the overall experience of purchasing a product or receiving services from an organization, the business is highly likely to suffer a huge amount of loss in the future. It is crucial for service providers or manufacturers to find out the customer experience using various ways, such as feedback through surveys, interviews, observations, etc.
VOC (Voice of the Customer) is an organized practice to figure out the customer needs and integrate it as an integral part of the system. The benefit of incorporating the VOC tool into the existing system is that every customer feels honored and special, which inevitably encourages them to do more business with you.
There are several ways to gather the voice of the customer..
http://sixsigmafocus.com/2017/07/18/know-customer-better-voc/
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