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/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
“We really need to listen to the voice of the customer.”
If you’ve never heard this phrase before, then you either walk around with your headphones in all day or you’ve never worked at a startup. 89 percent of companies are using customer experience as a way to differentiate and compete.
If 9 in 10 companies are investing in voice of customer (VoC), isn’t it about time you did, too?
https://surveyanyplace.com/brand-perception-survey-questions/
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.
So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
http://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
In this edition of #CXSecrets, we’ll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies.
https://www.business2community.com/marketing/cx-secrets-use-voc-program-quickly-answer-strategic-market-research-questions-02044686/
If you want your organisation to succeed in disruptive times, listen to your customer and genuinely deliver on the value you promised, according to Mark Langley, President and CEO of Project Management Institute.
https://bluenotes.anz.com/posts/2018/04/don_t-leave-voice-of-the-customer-to-chance/
To truly be a customer-centered organization, you must bring the voice of the customer into your meetings. Here are four steps to get your started.
https://www.forbes.com/sites/yec/2018/04/10/bringing-the-voice-of-the-customer-into-your-meetings/#2d9dc6f0c4f5/
Whether building a VoC programme from the ground up, or connecting a series of pre-existing disparate programmes into a cohesive framework, these are the building blocks you need to create a Voice of the Customer strategy.
The chances are that your business has a Voice of the Customer programme in place. In fact, it is likely that you have several. Many organisations these days have multiple teams around the business capturing feedback across different channels to support their separate departmental goals.
https://www.mycustomer.com/experience/voice-of-the-customer/listen-up-how-to-build-a-voice-of-the-customer-strategy/
At Mopinion, we are proud to announce the release of a new mobile feedback SDK for companies collecting customer feedback in iOS and Android apps. This innovative solution will continue to provide marketers with an easy way of gathering powerful feedback within their native apps, only now with more customisation options, a wider range of targeting features based on in-app user behaviour and more advanced analysis capabilities.
Developed in response to an increasing demand from the market, this new SDK provides mobile developers and mobile product managers with a flexible and easy-to-install solution for in-app feedback.
https://mopinion.com/mopinion-releases-new-mobile-sdk-in-app-feedback/
Recruitee is a cloud-based ATS (Applicant Tracking System) that streamlines the recruitment process. In order for us to successfully save our users’ time and effort during hiring, we have to listen to their feedback! While we have a firm grasp on how to best execute recruitment software in order to produce results, there may be a feature every once in a while that could be improved for the vast majority of users. It helps tremendously to receive feedback on feature requests, bugs, or other comments, because we are constantly updating and improving the software to be the best it can be and allow our users to make the best hires possible.
https://mopinion.com/guest-post-customer-feedback-tips-software-company-recruitee/
