Articles
Tag: voc
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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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Avoid Churn: A B2B Guide to Voice of the Customer
Customer experience (CX) and Voice of the Customer (VoC) programs are fast-growing segments of a core business strategy for B2B companies. VoC programs work well for B2B enterprises because capturing and acting on customer feedback is critical to understanding the complex decision-making process.
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Aberdeen Group Surveys Companies Best at Listening to the Customer
Via social media and other channels, marketing has become a conversation. But what is the customer saying? A new report from the Aberdeen Group attempts to find out. The report, “Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight,” surveyed 366 businesses about their customer experience management.
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Temkin Group Reports on Rising Importance of B2B Customer Experience
B2B companies looking to create and sustain superior customer experience need to master four competencies -- purposeful leadership, compelling brand values, employee engagement and customer connectedness. A new insight report from Temkin Group, “Best Practices in B2B Customer Experience,” reviews these competencies as well as the rising importance of
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When a Customer Calls: Optimizing the Customer Experience Across All Channels
As we wrap up our month-long focus on the customer life cycle experience, we’re reminded of how conventional methods of customer service have had to shift their goals, pushed by the convenience of social technologies for customers to ask questions, lodge complaints and seek more information from brands.
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Spredfast Adds Bazaarvoice to Improve the Voice of the Customer
Spredfast meet Bazaarvoice. For many of you, this may be the first time you’re hearing either name, but if you’re continually trying to effectively capture the voice of the customer, you may want to remember them.
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Confirmit Launches Updates for Multichannel Engagement
When you think of social media, it used to be Facebook and Twitter that dominated. For many it may still be true, but in the last few years -- heck, months! -- several new social media channels have emerged.
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Do You Listen and Engage With Your Customers? You Should Be
As more and more companies engage their customers across social media platforms, they are realizing that it takes more than a dedicated staff to monitor their online presence. Thanks to Social Media Monitor, an advanced solution released by OpinionLab, companies have a way to capture and analyze consumers’
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