A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.
Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
Today, we’re sharing how you can leverage VOC data to improve customer service.
https://www.business2community.com/customer-experience/use-voice-of-customer-voc-data-to-improve-customer-service-02156948/
Do you wish you could read your customers' minds? It's difficult to improve your products, services and practices without knowing what buyers are thinking. You may get reviews here and there, but that's not always enough feedback to build off of. Voice surveys are one method you can use to get inside the heads of consumers.
https://www.cequens.com/story-hub/voice-surveys-how-effective-are-they-in-getting-customer-feedback/
In this blog, Corinium Intelligence discusses how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization?
https://www.coriniumintelligence.com/insights/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
While the customer relationship management (CRM) system has had a monumental impact on sales and driven home the concept of a universal system of record across the enterprise, it is not really a system for knowing or managing the health of any given customer. CRM revolves around sales, plain and simple.
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/16/sales-to-customer-success-gain-the-right-insights-from-your-software/#7cfd0ac33756/
The recent blunder by Instagram, however, is an important learning opportunity for all of us in the e-commerce space who are responsible for the user experience and interfaces of our websites.
First, key features of websites or apps should never be launched without fully testing and vetting them with customers. At Geriatric Medical, we develop most of our site features to address challenges or problems that are customers are having. In addition, we work very closely with our team to build enhancements that will complement the key features and ordering sections of our site. The “Instagram Tap” feature would be similar to us inverting the scroll feature on our ordering list pages, it just wouldn’t make any logical sense.
https://www.digitalcommerce360.com/2019/01/16/a-lesson-from-instagrams-bug-about-ux-and-voice-of-the-customer/
he golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. It’s simple — except, it isn’t.
Voice of the Customer (VoC) programs have become vital drivers for brands looking to be competitive in customer experience. A Gartner study shows that 89 percent of companies are currently focused on CX as a competitive differentiator. However, according to a recent report by Forrester, only 33 percent of CX professionals say their VoC program is effective at “driving action” to improve customer experiences.
https://www.cmswire.com/customer-experience/4-tips-to-get-more-from-voice-of-the-customer-programs-in-2019/
When I think of user onboarding, I am always reminded of the famous ‘IKEA effect’. Those of you have endured the emotional rollercoaster that comes with assembling an IKEA wardrobe or nightstand, you might already have an idea of where I’m going with this. The IKEA effect is defined as the effect ‘where you assign more value to products that you’ve had a hand in creating’. In other words, for many of us the result is far more satisfying when we’ve successfully completed a task on our own. Those who have studied this effect even go as far as to say that ‘people become more attached simply because of their own efforts’. This is a good analogy when it comes to understanding the value of a good (better yet, successful) user onboarding process.
https://mopinion.com/user-feedback-the-secret-to-successful-user-onboarding/
As consumer behaviors and demands continue to evolve, brands are now focusing their efforts on delivering a good customer experience, even if that’s at the (slight) expense of the actual product or service they sell. In fact, a study by Gartner states that nearly 89 percent of companies are competing on customer experience alone.
And for enterprises to consistently deliver good customer experiences, they need to know the wants, needs and preferences of their customers, hence the rise of "voice of the customer" (VoC) campaigns — where brands aim to purposefully curate and act upon the voice of their customers.
https://www.cmswire.com/customer-experience/9-enterprise-voice-of-the-customer-voc-tools-you-should-know-about/
SEO firm Conductor has introduced Actions, which is designed to democratize and disseminate search data to people throughout a marketing organization. Actions will send the data to Asana and, in Q1 2019, Jira and Trello.
Freeing search data from its silo. The idea is to give non-SEOs in the organization access to search data as a kind of proxy for the voice of the customer. Conductor believes that SEO issues affect many groups within an organization and wants to enable “search intelligence” to break out of its SEO silo.
https://searchengineland.com/conductor-actions-turns-search-seo-data-into-voice-of-the-customer-intelligence-309423/
By using event detection to listen to patterns in data, and then applying Artificial Intelligence, your business can now sense these moments of needs as they are happening
Customer experience or ‘CX’ as it is popularly referred to is one of the most important verticals that businesses need to address in order to thrive. And tanks to artificial intelligence and data, CX can be achieved via the use of these technologies in an improved and efficient manner. From artificial intelligence to IoT, Don Schuerman, CTO and VP Product Marketing, Pegasystems, states 7 ways in which technology will aid customer engagement.
https://www.dqindia.com/artificial-intelligence-technology-improved-customer-engagement-cx-2019/
