InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.

Voice of Customer 195

Voice of Customer Financial Customer Centricity Guidelines 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? Instead, the goal should be to collect the data that matters. Tip #3: Remember, CX Data Is for Proving ROI.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

MARCH 14, 2023

That is probably the most significant lesson in our voice of customer journey: relationships can drive so many other factors in your business, and if you miss the boat, you are going to miss your customer. Peggy: That has been one of the most significant values of our voice of customer program.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. On top of that, they must obtain a clear mandate and buy-in from their C-suite sponsors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Feedback 516

Feedback ROI Innovation B2B 516

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. They redesigned their maintenance response and customer communication so that when a cell tower outage occurs, all affected high-value customers get an immediate SMS update and a timeline for fix.

Survey 326

Survey Banking NPS Effort Score 326

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. There has to be a decision on what to communicate to your customers and when.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BirdEye

JUNE 23, 2021

My team gets involved after the sales process and handles communication for policyholders. A lot of the work that I do is making sure that regardless of the channel, every customer has a consistent experience that also matches our brand voice. Our company is structured the same way. We’re not bound by geographies anymore.

Voice of Customer 93

Voice of Customer How To Insurance Customer Journeys 93

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Trust is a key reason to open up these communication channels, because with the proliferation of purchasing options, customers are warier about choosing where to spend their cash.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Step 2: Turn Voice of Customer Data Into Actionable Insights. . THE GAME CHANGER .

Voice of Customer 69

Voice of Customer Customer Journeys How To Feedback 69

Lumoa

NOVEMBER 2, 2022

We rely on telecommunications to connect, communicate, and conduct business globally. Consequently, so does the demand for a good customer experience. This information helps businesses determine which aspects of products or services are appreciated by customers and vice versa. But as technology evolves, so do the expectations.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

Lumoa

FEBRUARY 6, 2018

Listen more, understand their pain points, validate ideas and co-create with your customers. It starts inside the business - communicate, communicate, communicate and educate, educate, educate. Get everyone to see their role through the customer’s lens. Stop surveying your customers and start listening to them.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Calabrio

MARCH 5, 2025

Supporting agents with communication, insights, and personalized feedback drives better engagement , supports retention, and creates a positive feedback loop thats key to winning contact center culture. Customer sentiment analysis can also identify the highest satisfaction rates within chat logs to share CX best practices with your team.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

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

Lumoa

APRIL 17, 2018

In this article, I won’t tell you how important it is to act on customer feedback ( although if you're interested, check this article on how to collect customer feedback ), but rather share with you the real cases how our companies big and small improved their business KPIs, strategies and culture once they understood the voice of the customer.

Feedback 276

Feedback Software Healthcare Culture 276

eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints. After nearly seven months of delays and poor communication, my trust in this dealership has been severely damaged.

Automotive 478

Automotive Loyalty System Return on Investment 478

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Accelerator

OCTOBER 3, 2019

Failure to do so is disrespecting the customer and the business." Encourage new employees to be customers Adding new employees to an organization is a great way to gain new insight and innovation. " 5.

Tips 296

Tips Culture Exercises Feedback 296

Calabrio

MARCH 5, 2025

Identify Agent Knowledge Gaps: Consistent and comprehensive call quality monitoring also helps pinpoint areas where agents may lack product knowledge, communication skills, or adherence to processes. Plus, by consistently delivering exceptional service, you can attract and retain customers, leading to increased revenue and market share.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

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. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

CX Journey

SEPTEMBER 2, 2014

Use those cues, combined with what is being said, to form your response - after the customer is finished talking. The most important thing in communication is hearing what isn''t said. communication customer experience listen voice of customer voice of employee'

Voice of Customer 169

Voice of Customer Exercises Customer Voice Communication 169

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. How do I cancel?"

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated.

Software 130

Software Customer Journeys Tools Contact Center 130

Calabrio

MARCH 5, 2025

These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Calabrio

MARCH 22, 2025

They use data-driven insights to help balance operational efficiency with customer service needs. Frontline call center agents: Agents are the primary point of contact with customers, handling inquiries, resolving issues, and providing support across various communication channels.

Contact Center 130

Contact Center Management Strategy Call Center 130

ECXO

OCTOBER 7, 2024

I personally like to focus on buying behavior metrics as they reflect the actions that customers take, but putting them together with Customer Satisfaction (CSat) and Voice of Customer (VoC) feedback gives a full picture of our customer’s lives with our brand.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

CX Journey

OCTOBER 14, 2014

A little background on the topic, from the CX Day site : Ability to drive executive support and engagement in customer experience metrics and results can be challenging. It requires thoughtful selection and testing of leading and lagging indicators, and translation of data into clear communication of results, progress, and actions.

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CX Journey

DECEMBER 9, 2014

closed-loop process communication customer experience voc voice of customer' What makes Superman a hero is not that he has power, but that he has the wisdom and the maturity to use the power wisely. Christopher Reeve.

Airlines 173

Airlines Travel Voice of Customer Feedback 173

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Natural Language Processing (NLP) NLP enables computers to process large amounts of text in any language and understand what’s being said.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275