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/
Most digital marketers agree that landing pages can make or break any campaign, be it PPC, social media, email, or display ads. Once you get people to click, the landing page has to convince your visitor to complete the conversion.
To assist in the goal of landing page success, a number of software platforms exist to help marketers test landing page elements. Visuals, calls-to-action (CTAs), layouts, offers, buttons, and many more elements can be tested. Software can help you conduct A/B tests and create new landing pages on the fly. Just a tweak with the placement of a key visual element might lead to a significant increase in landing page performance.
https://www.wordstream.com/blog/ws/2014/09/11/voice-of-the-customer/
In a recent white paper we created about health care data, we borrowed from Dr. Seuss: “Data here, data there, data going everywhere. Near and far, far or near, data going out my ear.” It’s pretty safe to say that statement is true for all industries today, especially marketing.
The burning question is: “How are we using our data?” Or, from a more proactive standpoint: “How do we use our data to drive us, not drown us?”
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/11/voice-of-the-customer-using-digital-analytics-to-strengthen-your-content/
In this blog, Corinium Intelligence discusses how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization?
https://www.coriniumintelligence.com/insights/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. What once was a luxury that only a few companies had the resources to invest in (think Amazon and Netflix), has now become a staple on the CEO agenda.
In an extremely competitive world where customers demand a personalized experience, really knowing and understanding your customers is so crucial. But how do you do it well? This is where a lot of companies take a wrong turn.
http://customerthink.com/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
Do you wish you could read your customers' minds? It's difficult to improve your products, services and practices without knowing what buyers are thinking. You may get reviews here and there, but that's not always enough feedback to build off of. Voice surveys are one method you can use to get inside the heads of consumers.
https://www.cequens.com/story-hub/voice-surveys-how-effective-are-they-in-getting-customer-feedback/
The aggressive revenue growth goals of most firms point to the need for a deliberate, systematic and managed approach to generating game-changing new product ideas. We identify a number of sources of new product ideas, and then report the results of a survey of 150 firms to identify which sources are the most popular, and more important, which sources are the most effective—in terms of generating robust new product ideas. The results are provocative when we compare a number of voice-of-customer (VoC) methods for idea generation against other popular sources of ideas.
https://www.stage-gate.com/new-product-development-process/voice-of-customer-methods-what-is-the-best-source-of-new-product-ideas/
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/
To truly understand CX needs and eliminate the guesswork of positive disruption, brands must talk to their employees.
Employee engagement may be a less expected feedback source, but it’s central to any modern CX strategy. Rather than treating vocal employees like squeaky wheels, businesses should focus on empowering employee voices and the data-driven insights they offer.
https://www.cmswire.com/customer-experience/want-to-hear-the-voice-of-customers-listen-to-your-employees/
We want to make sure you have all the skills and resources you need to set your feedback programme into motion, which is why we recently launched a free series of onboarding webinars.
https://mopinion.com/watch-on-demand-mopinion-academy-onboarding-webinars/
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