A pioneer in world business and CEO of HSN, Mindy Grossman once said “I believe in accessibility. I believe in honesty and a culture that supports that. And you can’t have that if you’re not open to receiving feedback.” Bill Gates, the richest man in the world said, “We all need people who will give us feedback. That’s how we improve.” Why is it not surprising that successful business leaders and entrepreneurs are always the ones who are wanting to take feedback from their customers?
https://customerthink.com/8-common-misconceptions-about-customer-feedback/
Listening to a voice of the customer presents a challenge to most of the sophisticated contact center. Many different techniques are used to determine and evaluate the quality of customer interactions such as holding times, disconnection rates or reaction times. But this technique tells about events within customer interactions instead of the reason why they occurred. So here speech analytics plays an important role...
https://www.lanews.org/speech-analytics-market-value-share-supply-demand-share-and-value-chain-2017-2027/
Let’s face it — content is at the core of modern marketing communications. Content that is useful, helpful or entertaining will win mind-share and wallet-share as we move ahead into a marketplace where multiple parties are competing for the attention of potential customers.
https://www.cmswire.com/customer-experience/let-voice-of-the-customer-shape-your-b2b-content-marketing-strategy/
When I was a student at Duke I wasn't much of a student—at least when it came to academics. Vastly preferring the lessons offered via extra-curricular activities, I gained a practical introduction to advertising by promoting various film series but in truth. Also, taking an actual marketing class was not an option. Well, that was a long time ago and the interest in and importance of understanding marketing has increased dramatically since then. There are now substantial curriculums at both the undergraduate and graduate levels, at Duke and across the country.
http://adage.com/article/cmo-strategy-columns/business-a-student-marketing/312276/
As a product manager and usability expert, I work with both marketing and R&D teams to deliver a product that meets users’ needs and expectations and provides value.
https://www.cmswire.com/customer-experience/put-voice-of-the-customer-feedback-into-action-with-the-usability-approach/
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. Real two-way conversations with real customers, including the all-important body language, are unheard-of these days. Being connected to the Internet many hours a day is not enough.
http://www.alleywatch.com/2018/02/7-guidelines-assure-two-way-customer-communication/
Businesses invest money and time on outside market research firms that bring together focus groups for product testing. The resulting feedback from a very small sample of prospective customers is frequently incorporated across business operations from product development to messaging and go-to-market strategy, indiscriminately. On top of all that, vocal executive teams will also want to weigh in on the process. In the end, the marketing team has blown a hole in their budget and makes major bets based on third-party recommendations.
https://martechseries.com/mts-insights/guest-authors/voice-of-the-customer-program-an-alternative-to-focus-groups/
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/
Thanks to social media, consumers are more engaged than ever and have access to information almost at the same level as an industry insider. Senior merchants at retailers and brands have a very difficult time presenting consumers with a point of view because they already have it. Just look at the fragmentation of trends – the chief merchant of a $4 billion apparel brand recently told me "the new trend is that there is no trend.”
https://www.forbes.com/sites/gregpetro/2018/01/31/how-see-now-buy-now-is-rewiring-retail/#78ead852c0b7/
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/
