SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews. The product team conducts an NPS survey.

Feedback 195

Feedback How To NPS Customer Centricity 195

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all. Case study: David’s Bridal.

Contact Center 105

Contact Center NPS Case Study Comparison 105

ClearAction

DECEMBER 11, 2018

(Note: this article focuses on Marketing’s understanding of customer journeys. Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. It provides vocabulary for consistent messaging to each of four core customer personas and to employees.”.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Thematic

SEPTEMBER 15, 2024

The following two Medallia alternatives have similar features that help manage customer experience data, employee engagement, and text and speech analytics. The voice of customer (VOC) solution lets you gather survey responses and combine customer feedback from direct, indirect, and operational sources.

Contact Center 62

Contact Center Analysis Feedback Analytics 62

Thematic

AUGUST 20, 2024

She’s spent most of her career building UX research and insights teams for high-growth tech companies like DoorDash and Cruise. Recently, Arianna shared with us the key obstacles that user research and voice of customer (VOC) teams face – and which Generative AI tools you can use to overcome them.

Tools 62

Tools Analysis Video Feedback 62

CustomerSuccessBox

MAY 9, 2022

Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool. Voice of Customer. We go in deeper depth about customer success metrics in this article. Customer Success KPIs.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Thematic

MARCH 13, 2023

That said, the Qualtrics' keynotes were a constant stream of case studies and product launches, as well as occasional guilt trips “if you aren’t jumping on this, you will fail for sure!” Qualtrics, like Thematic, make Voice of Customer software. This horrible disease affects most of us.

Entertainment 62

Entertainment Conference Advertising Airlines 62

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value.

Customer Experience 53

Customer Experience Video Sales B2C 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience 49

Customer Experience Video Sales B2C 49

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62