Articles
Tag: voice of customer
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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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Diagnose Your Customer Experience Pain Points
Customer experience is a long-term strategy, but it's subject to rapid changes. How can companies identify potential points of failure?
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Customer Feedback: A Goldmine in Your Midst
Collecting feedback is just one part of the process. What’s more important is what you do with the data.
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5 Tips to Get More from Your Voice of Employee Program
Employee feedback is the key to improved employee experience but it's not as simple as sending a survey. Here are some tips.
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How to Use Customer Feedback to Your Advantage
Businesses owners can collect all the customer feedback they want, but it's all for naught if the information collected goes unused.
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You've Collected Customer Feedback. Now What?
Gartner recently found those companies that collect more customer data outperform their competitors. But clearly collection alone won't do the trick.
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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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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 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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Mark Nardone: Take a Nuanced Approach to VoC, Customer Advocacy
PAN Communications' Mark Nardone discusses his approach to VoC programs, best practices for creating customer advocates and more.
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