SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer?

Voice of Customer 52

Voice of Customer Survey Customer Retention Feedback 52

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

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

SurveySensum

DECEMBER 22, 2022

Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. How can you improve customer retention with VOC program? .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Do you love CEM as much as we do? It's simple.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth.

Analytics 52

Analytics Social Media CEM Effort Score 52

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own. Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Seaton CX

JANUARY 4, 2024

Developers must deliver on the product roadmap for the company to stay competitive. Professional services must complete projects to onboard customers and recognize revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.

B2B 52

B2B Airlines Case Study Roadmap 52

Thematic

MAY 19, 2022

implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Customer Alignment

OCTOBER 2, 2017

Armed with an intrinsic belief in the business value of Customer Experience excellence, they’re putting the funding, processes, and strategy in place to overcome these hurdles. As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.”

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Pink Guava

OCTOBER 31, 2018

Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. Measure and Innovate Once you have created the roadmap and used them to further set your near and long term goals.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Wootric CX Blog

AUGUST 4, 2020

Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC). The cost of serving the customer is often overlooked in CLV calculation. Product can use CLV to inform what customer segments the product should be designed for.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Because asking the right question is not enough. The best approach is the CSAT surveys.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

SmartKarrot

JANUARY 11, 2023

Conduct historical reviews of account performance to identify and pursue expansion opportunities within the customer base. Deliver market-driven insights and use cases to inform the technology roadmap. Turn customers into champions and meet or exceed KPIs including net revenue retention. Apply here: [link].

Customer Success 19

Customer Success Roadmap Customer Centricity Policies 19

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

APRIL 3, 2025

Step 1: Collect Customer Feedback You can’t improve what you don’t know about. The first step is actively collecting customer feedback from all relevant channels. This means casting a wide net to hear the voice of customers wherever they are. One best practice is to assign owners for each action item.

Feedback 62

Feedback Effort Score Net Promoter Score Analysis 62

SurveySparrow

FEBRUARY 22, 2023

Canny Canny is a customer feedback and feature request platform to help businesses capture, analyze, prioritize, and track feedback to plan product and feature releases. This amazing tool allows you to collect feedback from multiple channels to automatically organize the generated insights into a list for future roadmap development.

ROI 52

ROI Study Feedback Analysis 52