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

Lumoa

AUGUST 8, 2023

So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys! Customers are an integral part of any business’s success. This shows the tangible, bottom-line benefits of listening to your customers.

Analysis 195

Analysis Survey Feedback How To 195

Customer Bliss

AUGUST 9, 2018

Daniel and his team defined customer success for PTC within three pillars: ease of using the product, its value, and the delight they experienced working with PTC. Be Brave, Bring Customer Feedback to the Forefront. A display of how everything is measured (Net promoter score). How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

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. But how do you know where to invest your time, effort, and money?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Customer Bliss

JULY 13, 2018

They started collecting data regularly and talking to customers in real life. In an effort to reduce customer complaints and miscommunication, they looked at complaints filed and mapped out the communications journey to tell a clearer and more effective story. It was time for them to understand the customer viewpoint.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. 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. #CX

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Thematic

JANUARY 28, 2025

These are where you want to get your data: Product reviews : What do customers love or hate about your product? Voice of Customer (VoC) : Surveys and interviews reveal what people are really saying. Sentiment Scoring : More advanced tools assign a score to feedback, measuring the intensity of the emotion.

Analytics 62

Analytics Analysis Social Media Effort Score 62

Thematic

MARCH 30, 2025

Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). In short, when you close the loop, you reinforce the entire user feedback loop —showing customers they’re not just heard; they’re valued. The lower is the score the higher is the churn.

Feedback 62

Feedback Roadmap Effort Score NPS 62

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 48

Voice of Customer Effort Score ROI Metrics 48

PeopleMetrics

MARCH 30, 2017

Poor program design: Many Voice of Customer (VoC) programs are not designed well. Examples of metrics that can improve include # of detractors, # of loops closed, number of open cases over 2 days, customer effort score, etc. VoC or CEM, is continuous feedback from customers either during or after an experience.

Voice of Customer 48

Voice of Customer CEM Effort Score Fashion 48

CX Journey

MARCH 17, 2015

This is a great question and one that needs to be addressed early and often in any customer experience management effort. Sure, the metric can help to rally the troops – but that’s only if it’s presented in the right context. Don’t just focus on improving the score; improve the experience, and the numbers will follow.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Totango

MARCH 10, 2020

Customer goals should become your goals, and they should guide your everyday actions. Your product knowledge determines which features and what amount of engagement is necessary to drive value for your customer, and your customer success efforts should then go toward making sure these targets are hit.

Tips 93

Tips Customer Experience Effort Score Voice of Customer 93

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

CX Journey

JUNE 28, 2016

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience.

Effort Score 97

Effort Score Metrics NPS Measurement 97

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Golden Question .

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Let’s think in customer touchpoints instead.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Hello Customer

OCTOBER 13, 2021

mapping out the full customer journey to build a blueprint of customer needs at every interaction. building a Voice of the Customer corporate culture around those expectations. Churn and Retention rates, CSAT and NPS scores, product reviews, website behaviors and customer support data etc., Social Listening.

Examples 98

Examples Survey Customer Journeys eBook 98

Retently

AUGUST 5, 2024

If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. It’s very user-friendly, scoring 4.8 Rating breakdown : Zoho Survey scores 4.6

NPS 100

NPS B2B Software Net Promoter Score 100

CX Journey

OCTOBER 19, 2016

haven't outlined clear objectives for your listening efforts. haven't engaged with stakeholders to find out what they'd like to learn from customers. analyze the data but don't link it with customer data existing in your CRM system, bringing the customer to life and allowing for more customized, personalized improvements.

Effort Score 80

Effort Score Metrics Measurement Feedback 80

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

JULY 18, 2024

I was unsuccessful in my efforts to demonstrate this to my coauthor. They didn’t engage with the other side as much as their present viewpoint, and the articles only reinforced their opinion on the topic. Some of that work and resistance is because it requires increased cognitive effort to listen to the counterargument.

ROI 78

ROI Customer Experience Effort Score Customers 78

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 2) Make the Case : At Qualtrics, we take pride in customer obsession. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Totango

SEPTEMBER 17, 2019

A customer data platform is fundamental to that task. It is a reserve of every piece of customer information gathered throughout the customer journey. It brings together: Customer demographics. Voice of customer information. Customer Data Platform Benefits. Financial information. Support tickets.

Data 64

Data Metrics Effort Score Comparison 64

Second to None

APRIL 4, 2018

Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them. Because this is easier said than done, organizations should be searching for any advantages that are present.

How To 54

How To Retail Effort Score Voice of Customer 54

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Strategy Net Promoter Score How To 79

Waypoint Group

JULY 18, 2018

So, how can you take the voice of the customer efforts, and use that hard-data, from the mouth of paying customers, to drive product changes? Most of us are familiar with Net Promotor Score (NPS), and the resulting data that gives you Promoters (score 9-10), passives (score 7-8) and detractors (score 0-6).

NPS 40

NPS Feedback Effort Score Leadership 40

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? Happy customers recommend your brand to the people around them. On the other hand, unhappy customers have a direct negative influence on your growth. They will actively recommend your company to others and they are your most loyal customers.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? Happy customers recommend your brand to the people around them. On the other hand, unhappy customers have a direct negative influence on your growth. They will actively recommend your company to others and they are your most loyal customers.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Wootric CX Blog

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

Trends 45

Trends Customer Experience Management Net Promoter Score Customer Experience 45

ProProfs Chat

NOVEMBER 26, 2021

In this post, we will present all essential aspects of the VoC surveys – right from their importance to essential tips. We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Offer a free form text field.

Examples 52

Examples Survey Net Promoter Score Social Media 52

SurveySensum

MARCH 19, 2024

Net Promoter Score Survey Questions On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague? What is the primary reason for your score? So, use these effective survey questions in your next survey to gather actionable feedback and boost your customer experience.

Survey 52

Survey Net Promoter Score Effort Score Feedback 52