Thematic

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. According to this recent study , 61.2%

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Lumoa

APRIL 3, 2018

The Net Promoter System is an open source system, which means you can change&customize the questions for your own purpose. Unfortunately this sometimes leads to misunderstanding the customer feedback and, as a result, ignoring the voice of customers as a whole. Is there a reason to do so ? That is the wrong question.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

SEPTEMBER 9, 2024

What is their specific expertise within customer experience (e.g., journey mapping, voice of customer programs, etc.)? What is their process for assessing and improving customer experience? Additionally, consider their approach to consulting customer experience. Do they have experience in your industry?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Thematic

AUGUST 26, 2018

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . This blog series gives you tips on how to make a strong case internally to get buy-in from stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 54

Voice of Customer Analysis Case Study Exercises 54

Thematic

FEBRUARY 2, 2025

Are you looking to uncover insights to improve your voice of customers for product operations ? Do you want to understand trends in customer sentiment? For example: Are customers satisfied with your new product? Start by visiting the vendor’s website and exploring their case studies.

Analytics 62

Analytics Tools Case Study How To 62

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

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

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. By that I mean immediately, right on the front line—where service teams are actively engaging customers.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Thematic

MARCH 2, 2025

Book free guided trial of Thematic Using Customer Insights to Drive Business Success Customer insights are not just about collecting data; they drive real business growth by helping companies optimize customer experience (CX), validate product features, and personalize marketing efforts.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

InMoment XI

FEBRUARY 12, 2024

Learn More About Integrated Customer Experience For a deeper understanding of the benefits and intricacies of integrated CX, explore our comprehensive resources. Discover how integrated customer experience strategies can drive sustainable business growth and customer satisfaction.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Effort Score Customer Experience Data 118

BirdEye

NOVEMBER 20, 2020

Everything that Athena tracks comes into a single dashboard, and humanizes many terabytes of “big data” so that our customers can understand their customers’ sentiments that are being expressed in various forms of feedback, then use these new a-ha moments to improve operations at both a location and a corporate level.

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

inmoment

MARCH 12, 2020

While we recommend that firms continue to be proactive and leverage voice of customer and voice of employee tools, we also strongly encourage companies to treat both groups of individuals with empathy and understanding in this challenging time. Check out eBooks, case studies, and more on www.inmoment.com/resources today!

Customer Experience 93

Customer Experience Travel Tips Policies 93

Customer Guru

JANUARY 30, 2018

It is the voice of the customer that gets absorbed by the team and then delivered to us. How would you want to capture the voice of customer effectively? How do you ensure that the Operations team also keeps its processes updated to deliver the experience according to the changing needs of the customer?

Brands 95

Brands Customer Experience Marketing Entertainment 95

Customer Bliss

JUNE 22, 2018

So, here’s what’s going on; in all of these business disciplines, customer experience included, as we get more and more deeply into it, it becomes more about the mechanics. Voice of customer, survey, journey mapping, etc. And the whole idea of this book, is that this is the story of our lives as customers.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Second to None

MAY 8, 2018

Citing case studies and testimonials helps you drive your point home. Creating the Stage Two Customer Journey. It’s not entirely impossible that customers will skip this stage. Provide more case studies, testimonials, and similar evidence to convince those who have not made a purchase yet.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience.

Measurement 90

Measurement Effort Score Customer Experience Data 90

ShepHyken

MAY 9, 2023

Tailor your surveys with each customer’s experience in mind. Use their feedback for marketing purposes, testimonials, and case studies. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Ask them how they think their customers could be better served.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

Doing CX Right

MARCH 1, 2024

Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.

Loyalty 59

Loyalty Case Study Study Consumers 59

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Totango

DECEMBER 10, 2019

Is there a way to help marketing segment customers for case studies or reference testimonials? By helping teams do their jobs more effectively, you can better support every stage of the customer journey, which quickly improves retention.

Customer Retention 65

Customer Retention B2B How To Trends 65

Wootric CX Blog

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

Analytics 81

Analytics Tips ROI NPS 81

Solvvy

JULY 10, 2018

One of the first steps in transforming into a customer-first company is to lean into customer support, the team that holds the treasure trove of knowledge about your customers and embed them with the sales, marketing and product teams. Listening to the Voice of Customers. We’ve all heard it before: Silos are bad.

Sports 48

Sports Case Study Roadmap Voice of Customer 48

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Thematic

MARCH 30, 2025

For example, if a customer leaves a low NPS score with a comment, an integration could automatically open a ticket in Zendesk or Salesforce for a support rep to follow up. Modern CRM systems are beginning to include voice-of-customer tracking.

Feedback 62

Feedback Roadmap Effort Score NPS 62

CX Workout - Ideas Blog

NOVEMBER 17, 2020

A Typical Case Study. . By using our Imaginative Question to capture the True Unfiltered Voice of the Customer, we discovered a high degree of frustration and anger among customers. And the Impact Analysis recommends exactly where your organization should invest time and money to improve the bottom line.

NPS 76

NPS Analysis Poor Customer Service Case Study 76

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 63

B2B Strategy Customer Success Customer Centricity 63

CustomerSuccessBox

NOVEMBER 16, 2021

Do your homework about customers. Voice-of-customer (VOC)/customer-engagement program. The easiest way to know what’s working or needs improvement is- to let your customers tell you! It is ‘listening’ to your customers. Gathering feedback from customers is an age-old tradition for growing the business.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. For VP Sales: Emphasize case studies, references, and expansion revenue data. For CFOs: Emphasize financial KPIs and trends.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

Second to None

MARCH 26, 2018

The brand goes out of its way to not make users feel like customers. Giffgaff is a case study in superior user experiences because it’s all about the customer. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2) Giffgaff.

Consumers 54

Consumers How To User Experience Brands 54

Waypoint Group

DECEMBER 15, 2015

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software. appeared first on Waypoint Group.

B2B 40

B2B Feedback Case Study ROI 40

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