Articles
Tag: voice of customer
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Why the Evolution of CX Is Impacting Your First-Party Data Strategy
CX leaders are stewards of the customer voice throughout the organization: from ensuring it's accurately captured to representing it in company strategy.
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It’s Time for VoC to Get a Little Brother: The Voice of the Product
By using the IoT to give products a "voice," businesses can expedite the customer experience optimization circle.
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CX Projects vs. CX Programs: Why CX Professionals Confuse the Two
Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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Why Most Companies Stink at Customer Feedback
The majority of companies are ineffective at working customer feedback into corporate decisions. Here's where they go wrong.
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Balance Customer Feedback and Innovation to Perfect Your Customer Experience
Businesses that balance customer feedback and analytics alongside their product roadmap understand who they are — and who they want to be — as a company.
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Bringing the 'Customer' Back Into Customer Experience
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Understanding the 'Why' Behind Customer Churn
Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not All User Feedback Is Equal: Here's How to Put It in Context
Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Who Should Have a Say in Customer Journey Mapping Programs?
Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Customers Are Impatient. Here's What to Do
Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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Fuel Your VoC Program With These 8 Tips
As long as you’re soliciting customer feedback and then acting accordingly, your efforts will be rewarded.
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Despite Obstacles, CX Practices Are Trending in the Right Direction
Customer experiences are clearly trending up in both the pace of evolution and the importance being placed on them at the business level.
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How to Keep Customer Advisory Board Momentum Going in the Months Ahead
CAB managers shouldn't let the momentum they have created lag or — worse — go dark just because face to face meetings aren't possible.
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Is Your VoC Program All Talk and No Action?
Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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