So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
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/
There's no shortage of buzz around the voice of the customer (VOC) and how it should shape a brand’s external policies, products and services for the benefit of its bottom line. However, the concept of turning customer feedback into practical results can seem abstract to an organization that’s used to make decisions based on data and “gut feelings” alone. But the reality is, the world’s most successful tech companies do listen to feedback (sometimes, anyway), and they do have a history of action upon it when it makes sense.
To highlight these VOC program successes, and to give inspiration to other brands, here are five tech companies who took the voice of their customer seriously.
https://www.cmswire.com/customer-experience/5-tech-giants-taking-the-voice-of-the-customer-seriously/
It’s O.K. if you find yourself questioning what the Voice of Customer really is. Sure, it has “voice” and “customer” in it. Naturally, most people would assume it’s simply a company’s effort at monitoring their customers’ experience with their product or service.
Now, this is definitely one part to it… but there is so much more!
The Voice of Customer should focus on “closing the loop” by going through all the steps of the process presented below and showing the customer that their concerns really do matter.
https://blog.userlane.com/voice-of-customer-collection-plan-for-customer-success-managers/
Any business with a VoC programme needs to have a set of metrics in place to maintain investment and demonstrate to employees that VoC isn’t a box ticking exercise. But which metrics should you use?
Although Voice of the Customer (VoC) programmes are widely acknowledged to be a key component to improving the customer experience, it’s not enough to just set up such a programme and assume it’ll help your business succeed. With tight budgets, even for well regarded programmes, it’s critical to measure and demonstrate the link between the Voice of the Customer and return on investment (ROI).
https://www.mycustomer.com/experience/voice-of-the-customer/measuring-voice-of-the-customer-roi-which-metrics-are-right-for-you/
When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you acquired other companies? Are the people who originally designed the surveys still with the company? If they aren't, is there anyone else who recalls the original objectives? If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.?
http://www.customerexperienceupdate.com/voice-of-customer/?open-article-id=6590087&article-title=how-do-you-know-when-it-s-time-to-redesign-your-voc-program-&blog-domain=cx-journey.com&blog-title=cx-journey/
