ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Used properly, personas keep the customer alive and front and center by the entire organization. They tie in nicely to your journey maps and are necessary to begin that exercise.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

CX Journey

SEPTEMBER 2, 2014

understand clarify show respect let customers or employees know they are valued improve the experience connect hear Use active listening as a way to show that you''ve heard what is being said. This exercise allows you to confirm not only what you heard but also what your understanding is. Better yet, listen with intent to.

Voice of Customer 169

Voice of Customer Exercises Customer Voice Communication 169

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

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

Voice of Customer 52

Voice of Customer Study B2B Exercises 52

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. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Failure to do so is disrespecting the customer and the business.". ,,, 4. Encourage new employees to be customers Adding new employees to an organization is a great way to gain new insight and innovation. Our program includes multiple courses where, after completion, the employee gets a Certificate of Customer Excellence.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Nate Brown is the Co-founder of CX Accelerator.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Customer Guru

MARCH 27, 2018

Use a metric such as Net Promoter® scale as a measure of customer experience because it is simple, standardised, and actionable. Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. Again, consistency is the key here.

Customer Experience 114

Customer Experience Exercises Measurement Tips 114

SuiteCX

FEBRUARY 18, 2021

Not only that, but we were then able to pull all of the data down into a CSV file and then upload into SuiteCX to build a living, breathing journey map with in-depth voice of customer and cohort data built into each interaction point.

Customer Journeys 147

Customer Journeys Conference Banking Fashion 147

Maru Group

JUNE 11, 2019

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40

CX Journey

MAY 17, 2017

The customer journey can be improved through listening and identifying areas where the journey is failing or causing customers to look for alternatives. Don't ignore the learnings and outputs of this exercise. How do you know when it's time to redesign or to update your customer listening efforts? It might be time if you.

Survey 159

Survey Feedback Social Media Roadmap 159

SuiteCX

OCTOBER 22, 2015

The most effective method to achieve this alignment is to conduct a Customer Journey Mapping exercise. Seeing your customer’s perspective at every touch point with your company is often a powerful motivator for change. However, each department head who participates in the exercise (..)

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Maru Group

JUNE 11, 2019

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

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? We told them that we are getting into an experiment wherein we suggest ways to improve when compared to the existing way of dealing with the customers.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Zeisler Consulting

AUGUST 10, 2020

Often through the exercise of alignment, companies and departments even end up revisiting and revising their corporate strategies when it’s discovered that their Mission and/or Vision aren’t compelling from the perspective of their Customers. Generally speaking, this is rooted in the Voice of Customer (VoC) program.

Culture 93

Culture Customer Centricity Exercises Strategy 93

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. Use nearly-free sources of customer feedback as your baseline voice-of-customer: contact center comments, sales and service comments, community comments, customer-facing employees, etc.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. Use nearly-free sources of customer feedback as your baseline voice-of-customer: contact center comments, sales and service comments, community comments, customer-facing employees, etc.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Second to None

FEBRUARY 22, 2019

Having employees place themselves the shoes of the customer can be an effective exercise to identify common feelings that people may experience when navigating your program. Additionally, anticipating factors that may elicit positive emotions will lead to a more satisfied and loyal customer.

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

CX University

JANUARY 20, 2021

Readings, videos, and interactive engagement exercises rounded out a well-designed study program. This exercise is not necessarily an approach that will work for everyone, so I will try to provide a few guidelines for confident preparation: Many thought leaders have different approaches. There was something for every learning style.

Study 52

Study Exercises Fashion Guidelines 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.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Voice of Customer 40

Second to None

MARCH 7, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 7, 2018: “Is your sales team failing to hit your company’s monthly and annual sales goals despite carefully planned forecasts and team-building exercises? Are you thinking it’s time for a shakeup? Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Pink Guava

APRIL 26, 2020

This is clear there will be a change in customer behavior and expectations so the complete overhaul of the journey. Voice of Customer" & Customer Engagement is now more pertinent and important to tide to slowly get back to the "Normal".

Social Media 84

Social Media Financial Innovation Employee Engagement 84

CX Journey

NOVEMBER 2, 2016

– Read your own process manuals : We know, reading process manuals is about as enjoyable as reading the 4-point font fine print of a certain software company’s User Agreement, so keep that in mind during this exercise because your customers enjoy it just as much. Start by taking a single process and reading the manual for that.

Consulting 80

Consulting Customer Experience Self Service Contact Center 80

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Think Customers

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 59

B2B Sales CRM Video 59

Waypoint Group

JANUARY 10, 2017

Of course, there is no one-size-fits-all, and proper writing of the survey questions is a generally a much more important exercise. […]. ” “Should we use semantic anchors at every option, or just numeric, Likert scales?” ” Etc.

Survey 40

Survey Exercises Course Groups 40

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. He would include teaching techniques for assessing the opportunity for the Customer Experience.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

MARCH 27, 2019

And since they had 4 years of customer feedback from “Buying Committee” members – not just end users or champions, but feedback from those people participating in buying decisions – the analysis was straightforward. You’re missing the boat if you’re only looking at sentiment and customer feedback as a “point in time” exercise.

NPS 40

NPS Financial B2B Exercises 40

Thematic

SEPTEMBER 22, 2021

Using your existing qualitative feedback As it becomes easier for customers to engage across a range of different channels, companies are gathering increasingly large amounts of both solicited and unsolicited qualitative feedback. While time-consuming, this exercise will improve the quality of your analysis.

Analysis 111

Analysis Data Feedback NPS 111

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71