It’s no longer good enough to listen to customers just for the sake of listening. In the age of the experience, brands need to listen to improve the customer experience if they have a hope of staying relevant.
Enter voice-of-the-customer (VoC), a concept used in business and IT to describe the in-depth process of capturing customer’s expectations, preferences and aversions.
According to Forrester, companies are using VoC programs to collect and analyse customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. But while VoC has been on the radar for several years, maturity across companies and their VoC programs is at extreme ends of the spectrum and many are just getting started.
https://www.cmo.com.au/article/631432/listening-why-customer-voice-taking-whole-new-meaning/
As a contact center leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever task is put in front of you, and you relish new challenges that come your way. You’re truly a rock-star contact center manager or supervisor.
Out of everyone working in your organization, it seems like you at a minimum should be anointed with “Voice of the Customer (VoC) Superhero” status, right?
https://www.calabrio.com/blog/are-you-a-voice-of-the-customer-voc-superhero/
It’s no secret that it costs 5 to 25x more to acquire a new customer than it does to keep a current one. It should also come as no surprise then that it’s much easier to sell to an existing customer than a new one. Marketing Metrics reports that businesses only have a 5-25% chance of selling to a new prospect, but they have a 60-70% chance of selling to a returning customer.
The inbound methodology is all about helping customers at every step of the buyer’s journey and beyond to turn happy customers into promoters. So, how do you know your customers are happy? And if they’re not, how are you handling their concerns? What else do they need that you could offer them?
Actively collecting and listening to customer feedback is a process called Voice of the Customer (VoC). VoC is about knowing how your customers perceive your company, how they feel about the products/services they've purchased, and what other needs they may have that you can address.
https://www.manobyte.com/why-you-should-start-a-voice-of-the-customer-program/
Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers.
In fact, according to a recent survey of more than 450 contact center leaders by Deloitte, CX ranked as the most important strategic initiative in the contact center—far outpacing revenue growth and cost containment. And, many contact center leaders report that they are now being held primarily accountable for improving their organizations’ overall customer experience.
Tapping into Voice of the Customer (VoC) has long been used as a method to understand where improvements to customer experience are warranted. It makes a lot of sense that if you’re seeking to improve the experience of your customers, you should ask them about where and how to do so.
http://customerthink.com/improving-cx-in-the-contact-center-the-devil-is-in-the-data/
Several major market changes have made waves throughout the retail industry in just the past few years. The proliferation of mobile devices, Amazon’s meteoric rise to the top of e-commerce, and the emergence of omnichannel strategies have all fundamentally changed how retailers compete.
Shoppers today expect browsing and purchasing to be consistent and seamless, no matter where their experiences take place. Omnichannel, especially, has transformed retail and improved what consumers consider to be a quality user experience.
While building an effective omnichannel strategy is not easy, retailers can avoid mistakes and create best-in-class omnichannel experiences by following these five lessons:
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=126962/
The digital transformation is upon us: a movement that is drastically reshaping the way organisations operate and how they deliver value to their customers. So what does this mean for organisations that still operate in a traditional manner? What kinds of hurdles will these organisations face and how can they adapt? Let’s take a look....
https://mopinion.com/how-digital-is-paving-its-way-into-traditional-voc-programmes/
- What is Voice of Customer (VOC)?
- VOC data and customer experience (CX)
- How to collect and use VOC data (with examples)
https://www.superoffice.com/blog/voice-of-customer/
Sentiment analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other customer feedback. In theory, sentiment analysis categorises opinions expressed in a piece of text just as a human might.
However, as the volume and complexity of customer data grows, growing issues with sentiment analysis are providing flawed information and stopping companies from getting the full picture from their data; key customer feedback that could drive positive business change is being missed.
For those who have used sentiment analysis it is likely that you have experienced these inaccuracies – from skewed sentiment percentages and incorrect tagging, to completely missing key business insights.
https://www.marketingtechnews.net/news/2018/aug/16/how-were-missing-mark-consumer-sentiment-analysis/
Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there.
And there are now more ways than ever to get a highly detailed view of the customer journey. Collecting individual data—instead of aggregate data—not only tells you what exactly successful customers look like, but it allows you to personally engage with them. Now, you can let customers know what you’ve done with their feedback, making them feel more like a partner than a consumer.
In a webinar earlier this year, Using Voice of the Customer to Grow Your SaaS Business, we chatted with Ellie Wu of SAP Concur & PictureCS and Charlie Colquhoun of SimplyCX about some of the top emerging trends in voice of the customer initiatives. Here are three trends in the VOC space you can—and should—leverage to create an optimal customer experience.
https://useriq.com/voice-of-the-customer-trends/
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/
