Businesses know that to compete and grow today, understanding the voice of the customer (VoC) across channels is vital. It's become the norm –– and the technology to help them get there is already being implemented. However, customer feedback data isn't the only source of valuable information. When it comes to transforming customer experience, employee experience is another critical piece of the puzzle.
Contact center employees are the face of the company. As the primary customer experience representatives and practitioners, they not only interact with customers on a daily basis, they often have a very good view of the business’ operational performance. So to transform the customer journey end-to-end, businesses need to realize the critical role voice of the employee (VoE) can play with VoC to positively impact loyalty and the company's bottom-line.
https://www.cmswire.com/digital-workplace/why-voice-of-the-employee-is-as-important-as-voice-of-the-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/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the consumer’s experience of that might be and how that impacts on their perception of your brand? Or have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty?
These are some of the questions covered up in this post. The importance of capturing feedback in real-time should not be underestimated, particularly if you want to impact CX on an individual customer basis. While it is relatively easy to achieve in an online environment, it is much more challenging in a brick-and-mortar context, so I will offer some ideas on how to do it at the end of the post.
http://customerthink.com/why-you-need-to-capture-customer-feedback-in-real-time-and-how-to-do-it-in-brick-and-mortar-businesses/
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/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
Over time, the voice of the customers in seeking service and support were transmitted through different channels in which inventions and innovations played a crucial part. The kind of customer service more than a hundred years back is a whole lot different from what we have today that even the term ‘one click or call away’ may even sound peculiar from people of the past.
http://customerthink.com/will-the-voice-of-the-customer-change-into-email-and-chat/
TELECOM
Xfinity Makes Customers' Voice Wishes Come True by Aaron Baar , December 22, 2017
People seem to expect a lot out of their voice-controlled remotes, and in the spirit of holiday cheer, Comcast is dramatizing some of the craziest requests.
https://www.mediapost.com/publications/article/312074/xfinity-makes-customers-voice-wishes-come-true.html/
Content largely defines the success of your business, so why wouldn’t you make it a priority to have the best website content out there? Content performance surveys are the perfect way of keeping things like product content, online support features and blog posts in tip-top shape.
https://marketplace.mopinion.com/survey-templates/embedded-survey-yes-no-website-content/
2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.
But this is where they hit a wall. The latest Forrester CX Index demonstrated that, for some companies, scores actually declined and others reached a plateau. In a word, CX programs are “stuck.”
So, how can we unstick our CX programs and generate greater momentum in what was once declared a centerpiece of the CEO’s agenda? Here are seven tips to help move your CX program in the right direction.
http://customerthink.com/your-cx-is-stuck-now-what-7-tips-to-get-moving-in-the-right-direction/
