Artificial intelligence (AI) holds tremendous promise for marketers, but the true value of AI has yet to be fully harnessed. Marketers can position themselves as leaders of the AI revolution within their companies by applying AI to better understand and evangelize the voice of the customer.
https://www.business2community.com/marketing/how-ai-is-turning-the-voice-of-the-consumer-into-marketing-analytics-gold-02076902/
For new business owners, establishing brand awareness, launching new products and standing apart from competition is no easy task. Marketers at emerging brands are inherently time poor and often operate on shoestring budgets, so breaking into crowded markets and reaching consumers is a considerable challenge. Hiring marketing staff or third-party advertising agencies is an expensive investment and a luxury for most SMBs, so how can new brands make a big splash given their limited bandwidth and resources?
http://multichannelmerchant.com/blog/5-ways-new-brands-can-use-the-voice-of-the-customer/
The chief marketing officer has become one of the most important, and indeed, influential, executives in the C-suite.
CMOs uniquely represent the voice of the customer, the deep understanding of whom is critical to business success today. Meanwhile, the CMO role’s scope and complexity is much broader than it has ever been.
https://www.forbes.com/sites/jenniferrooney/2018/06/21/the-worlds-most-influential-cmos-2018/#1f32ca491e66/
Collecting data on your customers serves no real purpose unless it is used to take meaningful action.
Big data is big, and it’s only getting bigger and more complex. Companies are collecting customer information across channels, including text, voice call, online and chat. As customers find new ways to communicate with their companies of choice, the amount of data will continue to grow. Collecting that information is a great start, but the bigger question is whether companies are actually doing anything with it.
https://www.itproportal.com/features/actions-speak-louder-than-data/
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/
The old adage “the customer is always right” may frustrate some companies, but getting to the heart of the customer voice through robust data aggregation and analysis tools has never been easier. Social media has now given everyone a feedback channel that customer service organizations can harness to improve offerings and stay competitive.
https://www.cuinsight.com/four-steps-to-successful-improvement-through-customer-feedback.html/
When you first start selling online, receiving negative customer feedback can feel like a real kick in the teeth. You’ve put in all the hard work to get the order out but have fallen short of your customer’s expectations and are now worried about your reputation, not to mention how it might affect your metrics.
With experience though, you start to realize that negative customer feedback is just part of selling online and shouldn’t be taken to heart. In fact, if you use it creatively, it can even present you with an opportunity to shine.
https://www.business2community.com/brandviews/xsellco/4-creative-ways-to-utilize-your-negative-customer-feedback-on-amazon-and-ebay-02083046/
According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers.
Meaning that competing on price and product or a combination of both is becoming much less important. This is big, really big, because creating great customer experiences will require tenacity, dedication, long term thinking, integration of data, collaboration and a cross company approach where everyone is involved. No. Mean. Feat.
https://which-50.com/why-the-customer-experience-matters/
When you use the phrase “capturing the voice of the customer”, many immediately think you’re referencing a survey designed for direct feedback. But today there are more channels than ever for the customer to engage with brands. Although survey feedback can be nicely packaged and easy to digest, it’s important to make sure you’re listening to customers in all of the many ways they give feedback.
http://customerthink.com/heres-what-you-can-learn-from-even-the-craziHere’s What You Can Learn from Even the Craziest Customer Feedbackest-customer-feedback/
Market research used to rely primarily upon asking questions. The tools of the trade were surveys, in-depth interviews, focus groups, in-store shop-alongs and some observational techniques derived from academic ethnographies. Of course, there were also occasions when it was possible to work directly with purchase data or with passively-measured media exposure data, but the lion’s share of research involved asking people direct questions about their behavior and attitudes. The best research practitioners refined their questions through experimentation to improve accuracy and reduce potential biases.
https://www.forbes.com/sites/scottmcdonald1/2018/05/29/the-voice-of-customer-still-matters/#33c46227481d/
