We live in a customer-centric age. The abundance of information and choices has shifted the balance of power, placing customers in a position of advantage over companies. With social media, a negative review can influence thousands of people. For brands, delivering the best possible customer experience and listening to what customers actually want must be a matter of practice. This requires companies to connect with the voice of the customer.
https://www.expertsystem.com/convert-insights-actions-include-voice-customer-voc-decision-making-processes/
Mopinion has added a new feature to couple metadata, such as user info, app version (and more) with user feedback within your Mobile SDK! This new feature equips Mopinion users with deeper insights into how certain app users or customers (based on demographics, interests, location, etc.) experience their mobile app. With these insights, users can personalise and optimise the online customer journey for their customers, while simultaneously increasing customer satisfaction and loyalty.
https://mopinion.com/add-metadata-to-your-feedback-within-the-mobile-sdk/
Getting insight into your voice of customer (VOC) data involves collecting information directly from your customers about their experiences throughout their journey with your products or services. It can help you pinpoint any issues you might have overlooked in your customer experience, prioritize areas of improvement to address, and track your progress against different goals across the organization.
VOC measurement has been ranked as one of the top three CX initiatives for businesses in 2018 and beyond, and it's become an integral part of any improvement strategy, including new product development. You know you need a VOC program, and you might already have one planned or in place, but how can you make sure you're getting the most accurate insights for effective follow-up? Take a look at these seven do's and don'ts to see how you can hear your customers more clearly and respond accordingly.
https://www.astutesolutions.com/blog/articles/7-dos-and-donts-for-clearer-voice-of-customer-insights/
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn’t enough. I’ve found that you must always be on the lookout for new ways customers can connect with you and seamlessly share information to help you deliver products that better meet their needs.
The B2B technology company for which I work is doing some pretty amazing things in this area with many longstanding, and recently established, customer outreach programs. These programs serve as templates for active listening that are uniquely and directly connecting customers with our CX team, customer service and support — and more specifically with product development and product management.
Feedback channels are ongoing resources for us and help ensure that we approach VoC and product innovation from the customer’s perspective, developing new products and features that align with their current and future needs.
http://customerthink.com/4-ways-to-align-customer-feedback-and-product-innovation/
On Tuesday, Skift Tech Forum drew about 400 attendees from dozens of travel industry segments and 20 different countries to Santa Clara, California, in Silicon Valley, to talk about what’s next in travel technology.
Skift editors noticed a handful of ideas that percolated during the day’s talks, workshops, and networking breaks, including the growing digital divide, best practices in personalization, the promise of voice-powered search, and speculation about Amazon or another big tech player moving into travel.
https://skift.com/2018/06/14/4-key-insights-on-travel-tech-advances-personalization-voice-and-amazon/
