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  1. With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
    https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
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  2. A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the problem is defining what ‘not going to plan’ looks like. Is the programme not achieving your goals? Is it not getting the business benefits you expected? Has an in the first place?

    While we can’t explore each and every detail in this blog post, there are some common pitfall that we want to share. These are the main mistakes that we’ve seen brands make time and again which have thrown their VoC programme off-course.
    https://ravingcontent.rantandrave.com/why-your-voice-of-the-customer-programme-isnt-going-to-plan/
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  3. Most brands ‘get’ that Customer Experience is important – but often struggle to balance long-term drivers with short-term priorities. And, while 89% of companies expect to compete mostly on the basis of Customer Experience in the future, they’re still stuck competing where they’ve traditionally fought – on price and on product. They’re trapped in the day-to-day and can’t make the necessary gear change.

    Those charged with championing CX often struggle to connect Voice of the Customer (VoC) back to hard business results. They understand that poor Customer Experience can lead to churn, loss of brand image and even stop prospects from ever becoming customers in the first place. What they don’t have is the evidence to justify the investment in Voice of the Customer and move it up the agenda.

    They face an uphill struggle trying to get the budget for long-term initiatives when the business is fighting short term pressures. The smart brands are the ones changing this dynamic. They’re the ones who have gathered the evidence, know the numbers and know the value of VoC to the bottom line.
    https://ravingcontent.rantandrave.com/how-to-show-the-value-of-voice-of-the-customer-on-the-bottom-line/
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  4. In the past 5 years we've seen a real shift in customer expectations, not only are they demanding exceptional experiences but they're also not completing surveys. These trends have continued to intensify, leaving brands with low levels of engagement and poor response rates. If you struggle to engage your customers then you'll never be able to run a Voice of the Customer programme that provides real value. Additionally, we need to ensure that we're capture meaningful feedback, helping you to drive your business forward using customer insight.

    But let's start with the most common problem, customers aren't completing your surveys, so what can you do about it?

    Firstly, it's comforting to know that you're not alone, we encounter brands and businesses that have this very problem, making it a real struggle to capture the true Voice of the Customer. Instead of a survey led approach, we encourage businesses to ask only one open-ended question (and capture a score alongside this) at relevant parts of the customer journey and immediately after service delivery. This approach leads to response rates of between 35-50% (compared with 2-5% for traditional surveys - and this doesn't even take into account drop out rates), as well as much richer insight, as we are getting the views of customers in their own words.

    If you imagine the entire customer journey, and then pick up on the key touch points and ask for feedback at them, you're still able to build up the same intelligence you would get with a survey at the end of the journey. However, this way makes the questions much more relevant to the customer and the insight is more valid because it's captured in the moment.
    https://ravingcontent.rantandrave.com/our-guide-how-to-build-a-successful-voice-of-the-customer-programme/
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  5. It's not about how long you’ve been in business; it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs - they don’t understand the traits and characteristics that define what customers now want.

    We’ve seen a real change in customer expectation. In almost every industry, new brands have emerged as challengers purely on the strength of successful VoC programmes. Their approach has resonated with an audience of customers who are fed up with how they are treated and expect an exceptional experience, we know that the successful companies of today have earned their position because of the quality and consistency of their VoC programmes.

    It’s not enough to simply conduct a VoC programme. Brands have to cultivate a genuine, heartfelt approach that allows everyone in the organisation to listen and react to customer needs. So without delay, lets explore the key traits that make a VoC programme successful:
    https://ravingcontent.rantandrave.com/key-traits-of-successful-voice-of-the-customer-programmes/
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  6. Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.

    But wait!

    Do your customers know that you’re actually listening to them?
    https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
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  7. Good business owners will be inspired to take action when they receive complaints or any kind of critical feedback about their products or services.

    Our deeply ingrained ideas about good customer service compel us to believe that, when a customer says something is wrong, we need to fix it. We want to abide by that often-debated adage, “The customer is always right.”

    However, while customers should always feel like they are right, you can’t let every customer’s whim dictate how your business operates.
    https://www.cmswire.com/customer-experience/not-all-customer-feedback-requires-change/
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  8. Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
    https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
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  9. A recent Gartner study into how businesses are implementing emergent tech revealed some insights into the growing use of artificial intelligence in customer service and support applications.

    According to Gartner's Technology Roadmap Survey, approximately 37 percent of the 452 business leaders polled said they were "either piloting or using artificial intelligence bots and virtual customer assistance (VCAs)." Of those respondents, 67 percent said they felt such technologies were "high-value tools."
    https://www.businessnewsdaily.com/11318-businesses-more-confident-in-ai.html/
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  10. "We all do it. Come on, admit it. I do it a lot. In fact, I did it yesterday. You’re at the store, and as the cashier gives you your receipt (which is probably three times as long as it needs to be), he or she grabs a pen and circles or highlights a QR code or a URL and then forces a smile (if you’re lucky) and asks you to take a survey to “Let us know how we’re doing.”

    Do you take those surveys? Probably not. I suspect that most people do what I do: Toss the receipt in the nearest trash can.

    Considering the fact that I earn my living in the customer experience industry and like to think of myself as a customer advocate, it seems a little disingenuous of me to ignore those attempts to capture my voice as a customer."
    https://www.cmswire.com/customer-experience/not-another-survey/
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Mopinion: The Leading Voice of customer Tool

Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.