If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader sounds amazing, doesn’t it? Now, no need to lose hope. There still are different ways by which the companies can tap into what their customers’ pain areas are. Post that knowledge, they can plan their customer experience strategies to solve those problems.
In this article, we will be discussing the customer service pain areas of the customers – some pressing issues, urgent needs and what could be the possible solutions.
https://customerthink.com/identifying-customer-service-pain-areas-and-how-to-solve-them/
Zoom has received the highest overall rating in the Gartner Peer Insights 'Voice of the Customer' Meeting Solutions Market Report. Free of any vendor influence, Gartner Peer Insights research reports are based on end-user reviews and their first-hand experiences of software and services. This report includes the ten highest rated solutions in the "Meeting Solutions" category.
https://www.informationweek.com/whitepaper/software/operating-systems/gartner-peer-insights-'voice-of-the-customer'-meeting-solutions-market/396863?gset=yes&/
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
For Newsday, increasing the clarity of viewing our business through the consumer’s lens has become increasingly important. Pursuant to this goal, in March 2016, Newsday began a multi-channel voice-of-customer strategy that included measuring customer experience for its contact centre, home delivery distribution, digital Web, and mobile Web platforms via Foresee.
Today, Newsday continues building this robust multi-channel, voice-of-customer rich data set, having collected data from more than three million answered questions.
https://www.inma.org/blogs/value-content/post.cfm/voice-of-customer-strategy-leads-to-better-business-decisions-at-newsday/
Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base. It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. They have been proven to consistently decrease churn and improve a business’ bottom line.
http://customerthink.com/technology-based-solutions-to-enhance-customer-retention-strategies/
Customer experience. I am sure you’ve discussed improving your CX at least once this year—and if you haven’t you probably should. The truth is, 2018 is the year of the customer experience and customer satisfaction. Why? According to Salesforce, 75 percent of consumers expect a consistent experience wherever they engage and 87 percent of consumers think brands need to do more to provide a seamless experience.
https://www.forbes.com/sites/danielnewman/2018/04/25/4-technologies-driving-the-future-of-customer-experience/#5e88404d3089/
Online Surveys provide marketers with a simple and easy way to get in contact with a targeted audience and collect feedback. Not to mention, they are great for tracing product feedback, conducting market research, obtaining feedback on customer service and measuring customer AND employee satisfaction. Picking a suitable online survey software for your business can however be quite tricky – especially considering many of these tools seem to provide many of the same features. One particular tool which has become quite popular in recent years is Qualaroo.
Let’s look at some alternatives and competitors to Qualaroo.
https://mopinion.com/top-10-qualaroo-alternatives-and-competitors/
Deciding how much of your product roadmap – if any – to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Your product roadmap is relevant for anyone concerned with where your product is headed: the team, the board, and… the customer. Sharing your product roadmap with customers is key, but it can be difficult to do so without conjuring updates and features which will certainly change on the way. If you’re not careful, you might find yourself in dangerous territory, read on to stay away from common pitfalls.
https://www.business2community.com/product-management/best-practices-to-share-your-product-roadmap-with-customers-02047848/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
“We really need to listen to the voice of the customer.”
If you’ve never heard this phrase before, then you either walk around with your headphones in all day or you’ve never worked at a startup. 89 percent of companies are using customer experience as a way to differentiate and compete.
If 9 in 10 companies are investing in voice of customer (VoC), isn’t it about time you did, too?
https://surveyanyplace.com/brand-perception-survey-questions/
Voice of Customer News is a global community of people working or interested in Voice of Customer, UX and technology.
