Articles
Tag: voc
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How Bank of America Executes Its Voice of the Customer Program
Bank of America has 66 million customers who interact with the company in person and online. How does it keep in contact with so many clients?
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Metrics With Meaning: How to Measure the Customer Experience
When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line.
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Want to Improve Your Customer Experience? Remember the Partner Experience
Across the supply chain, third-party partners have an impact on customer experience, both on the front lines and behind the scenes.
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Closing the Customer Feedback Loop: A Practitioner's Guide
You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up.
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The Secret to Actionable VoC and Customer Journey Mapping Programs
Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?
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How to Run a Successful Customer Advisory Board Program: 5 Proven Tips
For marketers interested in gathering more impactful, strategic input from customer executives, customer advisory boards are the proven way to go.
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The Dos and Don'ts of VoC Metrics
VoC data is an indispensable part of understanding consumer needs and intent and then improving customer experiences based on that understanding.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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Strike the Right Balance in Your Customer Feedback Strategy
Your ability to listen to the voice of your customer relies on an effective balance of both transactional and relationship surveys.
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Data for the Sake of Data Is Useless: Rethink Your VoC Approach
Marketers must expand beyond a quick check-box survey to truly understand how their customers feel.
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The Chief Insights Officer: It’s About Way More Than Data
Data only gets you so far, especially if it's seen as a proxy for customer understanding. Building customer empathy is the way to win today.
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Balancing the Human and the Digital in Your Customer Experiences
Technology has the power to transform customer interactions and add tremendous value. But at what cost?
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How to Get Data on Your Audience’s Decision-Making Process
What makes your audience tick — what compels them to purchase your product, schedule an appointment, request a quote, click “share” or fill out a form?
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Katrina Schiedemeyer: Develop Non-CX Talent as VoC Program Ambassadors
Katrina Schiedemeyer of Oshkosh shares her best-practice advice on building a VoC program and explains the complementary role employee engagement plays.
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