Articles
Tag: voc
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5 Voice of The Customer Program Examples In The Wild
We asked brands from different industries to share their stories about how VOC programs have helped impact their products, services and business.
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5 Customer Experience Trends to Watch
These five customer experience trends will shape the rest of 2018 and beyond.
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The Step-by-Step Guide to a Successful Voice of The Customer Program
Having a voice of the customer (VOC) program is one thing, but having a program that actually impacts your customer experience is something else.
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10 Common Voice of the Customer Mistakes
Your Voice of the Customer (VOC) program may be well-intentioned, but often fall prey to common missteps. Here's how to avoid those mistakes.
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Voice of the Customer: 8 Tips to Win Executive Buy-in
Getting your executives to buy in to your Voice of the Customer (VoC) programs can be challenging. Here are 9 tips for getting them on the right path.
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Looking for Your Next Big Idea? Ask Your Customers — and Really Listen
Customer feedback can help inspire your next big idea, but remember: it's just one form of input.
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Front-Line Workers: The Untapped Knowledge Workers in Your Midst
Front-line workers are forcing us to rethink who our business's "knowledge workers" are through documentation of the customer experience up close.
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5 Steps to a Strong CX Metrics Program
Customer experience (CX) metrics programs are a critical component of any company’s CX efforts. Unfortunately, many programs fail to drive sufficient action. A CX metrics program is much more than a dashboard of numbers reported out at regular intervals.
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Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work
Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft. It’s mind boggling how clearly customers state their feelings about a brand yet that company still does nothing to address the situation.
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Want to Hear the Voice of Customers? Listen to Your Employees
Customer experience has existed in one form or another for as long as people have bought and sold goods. But in the age of the customer, it’s become one of the final battlegrounds where brands can compete for business and loyalty. And with good reason. Seventy-five percent of consumers
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Voice of the Customer Decoded: 4 Tips to Make the Most of Feedback
Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet.
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Are Your Customer Metrics Making an Impact?
"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10
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Is Your Voice of the Customer Program All Talk and No Action?
It was an interesting week of customer experiences in the fast food world. A Hot and Cold Customer Experience On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal at one of our regular tex-mex fast food restaurants.
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Sifting Through Text to Find What Customers Want
Can text analytics find stale buns? Apparently so, according to customer experience vendor InMoment. For an unnamed national restaurant chain, the Salt Lake City-based company analyzed unstructured text feedback from customers and surfaced frequent reports of stale buns in some locations.
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