InMoment XI

DECEMBER 3, 2024

Invest in employee coaching to align more of the workforce with the customer-centric vision. Focus on a cross-functional approach to improving customer experiences. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 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 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?

Analysis 396

Analysis Data How To Customer Centricity 396

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

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experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated.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

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. This real-time flow of data (in multiple languages and markets) gave HP actionable insight into user experience issues with current product versions, something the slow survey cycle failed to do.

Survey 312

Survey Banking NPS Effort Score 312

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

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

FEBRUARY 12, 2025

Have you ever launched a marketing campaign only to feel like it’s not hitting the mark with your audience? The answer could be hidden in your customer feedback. Understand Customer Preferences and Behavior Have you ever wished you could get inside your customers’ heads and figure out exactly what they want?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Thematic

OCTOBER 7, 2024

By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. We updated customers as promised. Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 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

Thematic

SEPTEMBER 24, 2024

And 65% were willing to pay higher prices for exceptional customer service. In today’s competitive market, understanding what your customers think and feel is everything. Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. Do you love CEM as much as we do?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

SEPTEMBER 8, 2021

Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. A: Marina leads a small team of four diverse humans from vastly different backgrounds—UX/UI design, math, and marketing all combined together to create optimized experiences for NZAA members.

Customer Journeys 195

Customer Journeys Engagement Customer Centricity Metrics 195

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Understanding Customer Success Data.

Customer Insights 71

Customer Insights Software How To Touchpoint 71

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 182

Survey Social Media Contact Center Call Recording 182

Beyond Philosophy

MAY 7, 2022

If our experience tells us anything, it’s that you probably aren’t, which can degrade the quality of the insights available to you. In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

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. Another 37.9%

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

InMoment XI

SEPTEMBER 5, 2024

Voice of the Customer (VoC) is the process of gathering information regarding what customers think and feel about their experiences with a business. Utilize all the data to inform improvements in the way products and services are created and offered to a now better-understood customer demographic.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Calabrio

MARCH 22, 2025

By boiling down the whole universe of topics into a manageable list, you can take action based on what matters most your customers. Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Lumoa

JANUARY 11, 2022

Without a properly crafted customer survey, you would not get enough data. Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 243

NPS Software Net Promoter Score Survey 243

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

SurveySparrow

JULY 31, 2023

What is Voice of Customer (VOC) Let’s first get the basics sorted. Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. VOC represents the collective wants, needs, preferences, and expectations of your customers. Let’s dive in!

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

SurveySparrow

JUNE 23, 2023

More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)? The Importance of VoC for Businesses What is the Definition of Voice of Customer Methodologies?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52