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/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
Businesses nowadays are becoming increasingly more customer-centric on their digital channels, and for a good reason too. Studies show that companies that put their customers at the core of their business are nearly 60% more profitable than those that don’t. So what are these companies doing to achieve this success exactly? Many of them are ‘passing the mic’ to their customers. In other words, giving their customers a voice through customer feedback software such as Medallia for Digital.
https://mopinion.com/best-alternatives-medallia-digital/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
Earlier this month, the U.S. Department of Defense became the latest agency to adopt a burgeoning start-up boot camp pioneered by the National Science Foundation’s Errol Arkilic.
In 2011, Arkilic reached out to Steve Blank, a Stanford University professor who would soon be one of Silicon Valley’s most influential innovators.
http://blogs.discovermagazine.com/crux/2018/02/05/i-corps-startup-science/#.WnmmcK6nF1s/
As customer experience management practices and technology have matured, the ways in which companies capture and use customer feedback has transformed on multiple levels.
Here are 10 ways that illustrate this transformation in VoC programmes from ‘then’ to ‘now’:
http://mws-digidesk.com/2018/02/02/the-evolution-of-voice-of-the-customer-voc/
In this world of so many choices, it’s hard to create a brand image in the mind of your customer. We see so many startups showing up with their products and services, but how many of them survive till the end, satisfying their target audience? Not many.
https://www.influencive.com/5-proven-growth-hacks-leverage-customer-feedback/
Meltwater's David Hickey takes a look at the digital clues leading up to Sydney Trains' narrowly avoided strike - clues which may have offered a solution to dodging the crisis entirely.
With the rise of social platforms as a medium for public feedback over the last decade, the luxury of time to plan for a crisis has dropped significantly. Forget hours, a company usually has just seven minutes to acknowledge a rising issue.
https://mumbrella.com.au/can-learn-nsw-governments-sydney-trains-crisis-496105/
Do you collect customer feedback? Are you using it to address the problems your customers actually experience?
You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.
Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively categorize and measure what that information meant.
https://customerthink.com/rufing-it-out-with-customer-feedback-knowing-the-why/
In the fashion world new styles are always popping up, supplanting the mainstays in a constantly evolving organic life cycle. To be successful in this environment, industry leaders need to consistently understand how customers are perceiving their ideas and then be able to act on this information. This same philosophy should be applied to brands hoping to improve their Customer Experience, because customer preferences are constantly shifting. The ability to stay up-to-date and produce a modern Customer Experience can be a differentiator for brands hoping to form lifetime relationships with the population they serve.
http://customerthink.com/the-importance-of-conveying-a-modern-customer-experience/
