Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme. However, it is rare that the employee and the customer’s voices are aligned to create and build the perfect crescendo.
https://hyken.com/internal-customers/voice-customer-begins-voice-employee/
Our client, a major manufacturer of various simulators, hypothesized they had an opportunity innovate on how doctors trained for a particular set of invasive medical procedures. For decades, training for these types of procedures was carried out using plastic models or pig cadavers, but neither captured the look and feel of the human body, and both involved considerable expense. In some countries, students trained on actual patients, which had its dangers. Was there a better way? The innovation team at this leading simulator manufacturer had built a prototype that used a dramatically different technology – 3D virtual reality simulation – but needed to test its appeal with end users and purchase decision makers.
https://ams-insights.com/success-stories/simulator-manufacturer-revolutionized-medical-training/
After much of the global economy went into recession back in 2008, public confidence in financial institutions took an equally dramatic dive. Whatever the reality, a large percentage of public and media opinion shifted blame towards global ‘bankers’, unseen financial professionals that were painted as the villains of the crisis. Perception and reputation are difficult concepts to quantify, often the evidence for good or bad reactions is anecdotal and is noticeable from talking to individuals or groups. Because the perception and reputation of any business is vital to its on-going success (and indeed its survival!) the use of Voice of the Customer (VoC) technology has become a common and highly prized asset, which the financial sector is readily embracing.
https://mopinion.com/voice-of-the-customer-helps-financial-sector-regain-trust-and-increase-productivity/
Businesses invest money and time on outside market research firms that bring together focus groups for product testing. The resulting feedback from a very small sample of prospective customers is frequently incorporated across business operations from product development to messaging and go-to-market strategy, indiscriminately. On top of all that, vocal executive teams will also want to weigh in on the process. In the end, the marketing team has blown a hole in their budget and makes major bets based on third-party recommendations.
https://martechseries.com/mts-insights/guest-authors/voice-of-the-customer-program-an-alternative-to-focus-groups/
When it comes to creating an outstanding customer experience, Voice of the Customer (VoC) programs are a top priority and area of differentiation for operations teams and CX leaders. According to Forrester, just 33% of CX professionals say their VoC program is effective at driving action to improve customer experience. This means there’s tremendous room for improvement in the implementation and execution of these programs.
VoC programs require a wide skill set, deep expertise, and a significant commitment from leadership within the company. As a result, it can be challenging to get these programs past the infancy stage. In many cases, leaders are looking for ROI, yet the programs don’t have what they need to impact business results. It’s time for strategies to evolve so that VoC programs can drive increased customer loyalty and proven ROI. For that to happen, there needs to be a fundamental shift where programs move from listening to customers to truly understanding them.
https://customerthink.com/voice-of-the-customer-programs-one-strategic-shift-you-need-to-make/
Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there.
And there are now more ways than ever to get a highly detailed view of the customer journey. Collecting individual data—instead of aggregate data—not only tells you what exactly successful customers look like, but it allows you to personally engage with them. Now, you can let customers know what you’ve done with their feedback, making them feel more like a partner than a consumer.
In a webinar earlier this year, Using Voice of the Customer to Grow Your SaaS Business, we chatted with Ellie Wu of SAP Concur & PictureCS and Charlie Colquhoun of SimplyCX about some of the top emerging trends in voice of the customer initiatives. Here are three trends in the VOC space you can—and should—leverage to create an optimal customer experience.
https://useriq.com/voice-of-the-customer-trends/
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/
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”.
For dedicated CEM professionals, a VoC program is simply the “right thing to do”. However, while some organizations just “get” it, for many, a lot of work is required to secure the financial and operational investment necessary to build a true VoC program. There is—quite reasonably—a call to demonstrate Return on Investment.
https://www.confirmit.com/Resources/Voice-of-the-Customer/Voice-of-the-Customer-5-Steps-to-Success/
Apple CEO Tim Cook last year said in an interview with CNBC the company's stock price should be the result "of doing other things well." Specifically, he cited customer experience and making sure customers are treated well. It's great that the CEO of a company closing in on $1 trillion in valuation values the customer so greatly.
https://www.cmswire.com/customer-experience/voice-of-the-customer-8-tips-to-win-executive-buy-in/
Are you in the habit of closing the loop with customers that offer negative feedback on post-interaction surveys like Customer Satisfaction or Net Promoter Score? I certainly hope so, because it’s a great practice that many companies aren’t in the habit of doing. When I led a customer service team, I was very proud of the fact that we made every attempt at closing the loop with the upset customers we knew about, and by some combination of resolving their issue and offering compensation, we managed to save a good many of them from churning.
But what about those customers that don’t complete a survey voicing their displeasure? What about those where something goes wrong and it’s “too much trouble to complain?” Or perhaps they do complain and the disinterested reply from support is enough for the customer to cut their losses and move on to a company that actually wants their business. And then there’s that statistic where upset customers tell dozens of people about negative experiences while happy customers tell a small handful of their friends. I’m convinced that someone invented that statistic to strike fear into the hearts of customer service leaders with the sole purpose of selling books, software, consulting, etc.
https://www.kustomer.com/blog/voice-of-the-customer-fcr/