We've written before about the importance of Voice of the Customer (VoC) and how valuable it is to regularly listen to customers to get their feedback on ways you can improve.
But there's another key step that comes after asking for customer feedback -- it's using that feedback to make decisions and implement changes that best serve your customers.
https://blog.hubspot.com/service/voice-of-the-customer-program/
Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.
CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
But first, let’s be clear on what a voice of customer program is comprised of. According to InMoment customer experience expert, Andrew Park, a comprehensive voice of customer programs is comprised of four distinct components: Listening (collecting data), understanding (analysing data for insights), sharing (distributing the insites across the enterprise), and taking action.
https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
When an organization has a holistic understanding of their customer experience (CX), it provides an opportunity to make more informed CX improvements. Voice of the Customer (VoC) programs are a proven way businesses can collect solicited customer feedback to gain a deeper understand of how customer expectations compare to customer experience and take action to drive improvements.
http://customerthink.com/5-benefits-of-collecting-solicited-customer-feedback/
If you have a VoC program or are interesting in building one, where are all the places you should “listen” to their voice? It is much more than just surveys.
https://customerthink.com/a-complete-voice-of-the-customer-program/
There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
The voice of the customer, or VoC, is arguably one of the most critical elements of a successful business strategy. After all, your customers are your source of revenue, so listening to them should be a top priority.
In more recent years, however, the need to understand the voice of the customer has become even more imperative to hone in on. With new technologies and the increase in customer expectations, voice of customer strategies have emerged as a proven tactic to increase satisfaction and boost the bottom line. In fact, just a few short years ago Gartner reported that best-in-class VoC users enjoy an almost 10-times-greater year-over-year increase in annual company revenue compared to all others. Not to mention, companies that actively engage in a voice of customer program, spend 25% less on customer retention than those that don’t.
https://www.benbria.com/the-top-tools-for-optimizing-your-voice-of-customer-program/
