It’s no longer good enough to simply provide customer service. To truly be relevant and competitive in the marketplace, companies need to adopt a customer obsessed outlook and culture.
Customer obsession takes more than just offering services and products that customers might like and buy. To truly be best-in-class, companies need to not only deliver a customer experience that leaves a lasting, loyalty-inducing impression but also be constantly communicating with their audience. It’s these two-way conversations that help build deep, lasting relationships with our customers.
https://www.somos.com/blog/customer-obsession-starts-listening-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/
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If you are buying or selling something online, make sure to keep your guard up and watch for scammers. This week, I want to tell you about a scam that I have not heard of before. A woman who lives in Pueblo tells me she was selling a car online when she heard from an interested buyer - little did she know, they weren't interested in the car.
"I had an ad to sell my daughter's old car on Craigslist and someone said they were interested in the car," Jenny told me. She said the customer sent her a text message. "It said, 'Can you please call me at this number and type in 64.' When I called the number, it answered as Google Voice and I'm not really familiar with Google Voice, although we have one on a phone that we never use."
http://gazette.com/voice-of-the-consumer-keep-your-guard-up-when-buying-and-selling-online/article/1625181/
In general, most consumers are conditioned to raise a wary eyebrow toward what a brand or company tells them, but they warmly embrace the opinions of people they know and trust - or perceive as “just like me.”
Your existing and potential customers are also conditioned to share their opinions openly online, which you can use to your distinct business advantage is you know where to look, and take the steps to listen and act on your customer’s voices.
https://www.siliconindia.com/news/general/How-to-Use-Your-Customers-Voice-to-Create-Powerful-Content-that-Converts-nid-204227-cid-1.html/
Are millennial preferences really killing dozens of industries? Not necessarily, according to Brennan Wilkie, SVP of CX Strategy at InMoment. Instead millennials are misunderstood when it comes to the retail customer experience.
http://www.digitaljournal.com/business/interview-how-millennials-are-changing-businesses/article/521084/
Customers are yearning for better experiences. But what are you doing to design a better experience?
How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them? Are you listening to customers? Are you mapping their experiences? How are you driving the necessary change within your company?
https://customerthink.com/from-journey-map-to-experience/
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/
