To help marketers navigate the massive and expanding array of marketing technologies available to them, Chief Marketing Technologist Editor Scott Brinker recently released his annual Marketing Technology Landscape supergraphic, known as the ‘Martech 5000’.
https://www.iperceptions.com/blog/marketing-technology-landscape-2018/
Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program.
https://experiencematters.blog/2018/05/07/building-strong-voice-customer-program-infographic/
One of the most common – and counterproductive – mistakes in business is making assumptions about your customers.
Having even the most dynamic marketing plan for a superb range of products is whistling in the wind if you haven’t established good two-way communication with your target market.
How can you be sure that your brand and customer service are properly focused, without a constant flow of customer feedback?
Even if you do online and offline surveys and research, that’s still not a substitute for active listening.
https://www.granbymarketing.com/listen-to-your-customers/
According to Gartner CMO Spend Survey 2016-2017, customer experience is the top area of innovation being pursued by marketing leaders. Empowered with larger budgets and spend directed toward innovation efforts, marketing leaders look to analytics for proof that customer experience investments pay off. VoC analytics is often used alongside customer journey analytics in order to evaluate the customer experience across touchpoints and over time.
https://www.gartner.com/smarterwithgartner/use-voice-of-customer-data-to-improve-customer-experience-analytics/
Now you know more about the importance of using KPI’s such as NPS (Net Promoter Score) when collecting the Voice of the Customer, we will explain two other much used customer centric KPI’s. These are CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). Which KPI measures what and what will it deliver? In this blog you will find out.
https://www.cys.group/en/blog/how-to-measure-the-voice-of-the-customer-ces-customer-effort-score-and-csat-customer-satisfaction-score/
How do your customers really feel about your company? To find out, you could train employees to ask for feedback after each transaction, then feed those responses into a database. You could subject customers to a lengthy survey. You might also host periodic focus group meetings.
Or you could ask customers one simple question — and use their answers to determine your Net Promoter Score (NPS).
https://www.cmswire.com/customer-experience/what-is-a-net-promoter-score-and-why-you-should-know/
If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader sounds amazing, doesn’t it? Now, no need to lose hope. There still are different ways by which the companies can tap into what their customers’ pain areas are. Post that knowledge, they can plan their customer experience strategies to solve those problems.
In this article, we will be discussing the customer service pain areas of the customers – some pressing issues, urgent needs and what could be the possible solutions.
https://customerthink.com/identifying-customer-service-pain-areas-and-how-to-solve-them/
Zoom has received the highest overall rating in the Gartner Peer Insights 'Voice of the Customer' Meeting Solutions Market Report. Free of any vendor influence, Gartner Peer Insights research reports are based on end-user reviews and their first-hand experiences of software and services. This report includes the ten highest rated solutions in the "Meeting Solutions" category.
https://www.informationweek.com/whitepaper/software/operating-systems/gartner-peer-insights-'voice-of-the-customer'-meeting-solutions-market/396863?gset=yes&/
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
For Newsday, increasing the clarity of viewing our business through the consumer’s lens has become increasingly important. Pursuant to this goal, in March 2016, Newsday began a multi-channel voice-of-customer strategy that included measuring customer experience for its contact centre, home delivery distribution, digital Web, and mobile Web platforms via Foresee.
Today, Newsday continues building this robust multi-channel, voice-of-customer rich data set, having collected data from more than three million answered questions.
https://www.inma.org/blogs/value-content/post.cfm/voice-of-customer-strategy-leads-to-better-business-decisions-at-newsday/
