The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity. In this more restrictive environment, Gartner finds marketers are increasingly turning their focus to existing customers, with a spending ratio of 2-to-1 in favor of retention over acquisition. Because of those trends, chief marketing officers are keeping customer experience (CX) programs at the top of their priority lists and they are expecting such initiatives to deliver measurable returns.
https://www.cmswire.com/customer-experience/transforming-listening-into-action/
Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
Sales cure everything. But what if I were to tell you that sales have very little to do with customers? What if I were to tell you that strategies like designing buyer personas and marketing to them aren’t about customers or their journeys, but you? It's true. What I’m about to share with you will change the way you look at customers and marketing forever.
https://www.forbes.com/sites/forbesagencycouncil/2018/08/01/the-customer-is-always-last-looking-at-marketing-from-a-different-perspective/#46cc77ca4bdd/
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”.
For dedicated CEM professionals, a VoC program is simply the “right thing to do”. However, while some organizations just “get” it, for many, a lot of work is required to secure the financial and operational investment necessary to build a true VoC program. There is—quite reasonably—a call to demonstrate Return on Investment.
https://www.confirmit.com/Resources/Voice-of-the-Customer/Voice-of-the-Customer-5-Steps-to-Success/
Many B2B organisations are still struggling with the changing balance of power in an age where buyers are more vocal and have the ability to make informed purchase decisions. Customer empowerment has impacted businesses of all sizes, and brand loyalty is always in the balance.
However, leading organisations are finding ways to turn customer empowerment into a competitive advantage. They are gathering and organising voice of customer (VoC) data from multiple sources to build a clear picture of buyer sentiment, intent and requirements. But they are not simply hoarding this data. They are actively using it to leverage insights then devise cohesive sales and marketing strategies aligned with customer needs to deliver better business performance.
Customer expectations change rapidly, and so must the activities used to address them. It’s not easy to keep pace, but with a measured approach it can be achieved. Gathering, analysing and acting on VoC data can underpin a dynamic cycle where buyer actions are managed intelligently to drive tangible, long term business success.
https://www.b2bmarketing.net/en/resources/blog/how-put-voice-customer-work/
One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after the sale as well, you need to listen to your customer during every conversation.
Speech Analytics lets you harness the power of voice of the customer insights by enabling you to automate the monitoring, categorization, tagging and scoring of all interactions with customers – whether they happen on the phone, email, chat or social. Doing so can give you a deeper understanding of why customers reach out, what frustrations they are experiencing and what they need from you.
These articles outlines how speech analytics provides voice of the customer insights to improve customer service.
https://callminer.com/blog/voice-of-the-customer-analytics-the-power-of-voc-insights-in-improving-service/
Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing?
The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related.
The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.
Let’s take a look at customer service vs. customer experience in more detail.
https://www.helpscout.net/blog/customer-service-vs-customer-experience/
Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus hinder them.
http://customerthink.com/customer-personaswhats-all-the-hype/
According to Forbes magazine, globally it is reported that companies across different sectors lose around 62 Billion due to poor customer experience. With a statistic like this, one might think that customer service is getting worse, when in fact it is getting better. The reason behind this is that the best companies are setting the bar higher.
Research done globally by Ipsos has shown that expectations have become more liquid, meaning that they are increasingly influenced by a much wider body of experiences across a variety of sectors. Here it could be argued that the increasing digitization makes it easier for a customer to compare, thus it’s possible that the service provided by Amazon’s One click ordering affects the way consumers expect to deal with their bank, utility provider or local restaurant.
http://www.venturemagazine.me/2018/07/customer-experience-excellence-ipsos/
