Customer experience (CX) professionals have it so easy today. In the past we relied on surveys as our primary source of customer insights. Now with so many options for connecting with customers, CX professionals have it made!
But can so many options actually make it more difficult? How do you keep track of the options? How do you determine which are best for you? How do you pull everything together into one cohesive voice?
On second thought, maybe today’s CX professionals have it harder than I thought.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=128311/
Dozens of books and articles have been written about the importance of listening to customers. Providing great customer experiences has become a top strategic priority for many companies, and listening to the “voice of the customer” is widely seen as an essential ingredient in the recipe for customer experience success.
Marketing often has the primary responsibility for gathering, analyzing, and developing actionable insights from customer inputs. So it’s important for marketers to understand that listening to customers in the right way is undeniably valuable, while listening in the wrong ways or for the wrong reasons is a bad idea.
Companies frequently seek customer input in order to design and develop products or services that will be attractive in a given market. However, many companies still struggle to launch new solutions that gain traction with potential buyers. Of course, a new product or service can fail because a company hasn’t listened enough to its customers. But failures also occur because companies listen to customers in the wrong ways.
In a common scenario, companies ask their customers what they want and encourage them to describe specific product or service features that would be desirable. The problem is, most customers aren’t well suited to perform this task.
http://customerthink.com/the-right-and-wrong-way-to-listen-to-customers/
Every organization has a unique way of interacting with customers based on its organizational culture, a system of shared assumptions, values, beliefs, and behaviors that govern people’s behavior within the organization. The way employees of an organization interact with customers creates the image or perception of the company to its customers. Even more, every customer’s perception is unique as it is not merely about the way the organization interacts with the customers, but also includes the way the customers perceive it.
Customer experience is the cumulative effect of customer’s perceptions and related feelings caused by each interaction with an organization’s employees, systems, channels or products. Therefore, it is not enough to merely group the customer perceptions into a set of bands by asking a series of rating questions (typically on a scale of 0 to 10). These questions barely break through the surface of customer’s feelings and do not come near understanding the true voice of the customer.
https://www.techsophy.com/blog-customer-feedback/
As an entrepreneur, you have to lead, but sometimes you have to listen as well. And you won't know when to do which if you never hear what your customers are saying.
https://www.entrepreneur.com/article/316134/
What's the point in collecting customer listening data if you never have the time to analyse and apply your findings? It's time to de-clutter your customer listening data.
Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!
https://www.mycustomer.com/experience/voice-of-the-customer/eight-actions-to-simplify-your-customer-listening-programme/
Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.
To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences they’re delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
http://www.cmo.com/opinion/articles/2016/3/29/the-real-value-in-voice-of-the-customer-the-customer-experience.html/
