Your service desk customers typically have the last word about the services you provide, like it or not. There’s a bit of the old adage here – “the customer is always right.” While that thinking has a long legacy in the business world, there is a bit of movement to such philosophies like “the employee is always right” that reflects the sentiment that without properly empowered employees customers can’t be properly serves. Nevertheless, in the organisations where service desk customers typically have the last word, it is increasingly important that you track how they feel about their interactions with you. But how do you actually measure how well your service department resonates with the user base?
This is no easy task, though. Quality customer experience is as important as it is difficult. Satisfaction among your customers depends on how you’ve helped to solve their issues rather than what you did to solve it. In other words, your customers don’t want to know what it’s the sausage, they just want the sausage.
Quantitatively measuring that may otherwise be defined as qualitative can be a bit tricky, but there’s no reason to panic. There are ways forward.
https://www.itproportal.com/features/tracking-customer-experience-with-key-performance-indicators/
We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.
https://www.cmswire.com/customer-experience/10-common-voice-of-the-customer-mistakes/
When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like.
Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the consumer/customer.
Whether you achieve this data through market research, surveys, or focus groups, it will provide you a competitive stance on your product or services, or what deficiencies your product or service has in the current market.
https://ledgeviewpartners.com/blog/how-to-use-voice-of-customer-voc-feedback-to-improve-your-customer-service-team/
Voice of the customer data is one of the easiest, most timely, cost-effective and well-rounded data you can get. Surveys are done mostly online and are simple to create, analyze and reference. Programs like SurveyMonkey are fast, intuitive and easy platforms to use. You may have seen ours. SBJ sends surveys a couple of times a year and we have utilized the voice of our reader to relaunch our print edition, improve our website experience and shape our events. Our customers’ feedback has been an invaluable resource. You will continue to see SBJ respond to your feedback with action toward improvement.
http://sbj.net/stories/opinion-how-to-put-data-into-your-playbook,59676/
For customers, conversations with brands are never more than a click away. Social media is opening up more direct channels for communication between brands and consumers than ever before. And savvy brands know to use platforms like Facebook and Instagram as stronger touchpoints to engage consumers. You might have seen this play out with airline brand representatives alleviating concerns with disgruntled flyers online in real-time, or famous fast food brands exchanging cheeky tweets with critics. While social media is a powerful communication tool, it doesn’t replace a Voice of the Customer (VoC) solution when it comes to gaining actionable customer feedback. Without a solid VoC strategy in place, social media can easily become a place where your brand’s dirty laundry is aired via public conversations, rather than a real driver of positive change.
Here’s how you can use a strong VoC strategy to work in tandem with social to better understand how customers feel about your brand:
https://www.targetmarketingmag.com/article/social-media-cant-be-only-voc-strategy/
Getting customer feedback is essential to contact center, customer service and voice of the customer (VOC) leaders and managers. Without it, the contact center operates in a vacuum, and customer service and satisfaction suffers as a result.
In this age of empowered consumers, traditional survey methods won’t get you the insights you need. In fact, response rates for paper-based surveys are just 10%.1 Today’s organizations need a new solution.
https://www.opentext.com/campaigns/experience-suite/wfo/
Within the last few years, companies have placed greater emphasis in collecting voice of the customer (VOC) to accelerate their improvement and innovation efforts. Yet companies still create processes laden with waste and bring products and services to the marketplace that fail. Why is that?
https://www.leanmethods.com/resources/articles/fallacy-voice-customer/
The more granular the listening the more tactical the insights tend to be. This is likely true across all research methods but especially so when it comes to VOC data.
In general, there are 4 key levels to consider when thinking through levels of granularity for Voice of Customer data:
https://medium.com/@mshotts/getting-the-most-out-of-your-voice-of-customer-data-a14ad7791e17/
You’ve heard it before but I’ll say it again…Listening to the Voice of the Customer (VoC) is crucial for businesses looking to compete based on customer experience. And while this couldn’t be more true, surprisingly, nearly 75% of companies still feel that their VoC programmes aren’t effective and that they’re failing to drive actions. That is to say that these companies are listening to their customers but lack the wherewithal to turn insights into something meaningful and profitable for their business. This is where VoC tools come into play. One that comes to mind is Usabilla.
So let’s take a look at some of the competitors and alternatives to using a tool like Usabilla.
https://mopinion.com/competitors-and-alternatives-to-usabilla/
Every organization has a unique way of interacting with customers based on its organizational culture, a system of shared assumptions, values, beliefs, and behaviors that govern people’s behavior within the organization. The way employees of an organization interact with customers creates the image or perception of the company to its customers. Even more, every customer’s perception is unique as it is not merely about the way the organization interacts with the customers, but also includes the way the customers perceive it.
Customer experience is the cumulative effect of customer’s perceptions and related feelings caused by each interaction with an organization’s employees, systems, channels or products. Therefore, it is not enough to merely group the customer perceptions into a set of bands by asking a series of rating questions (typically on a scale of 0 to 10). These questions barely break through the surface of customer’s feelings and do not come near understanding the true voice of the customer.
https://www.techsophy.com/blog-customer-feedback/
