Multi-Channel Roadmap Voice of Customer 
Alida
DECEMBER 7, 2018
In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape. QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer.
OpinionLab
MARCH 12, 2015
A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. A/B or Multi-Variate testing (MVT) segmentation. Customer Experience Management.
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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?
Thematic
MARCH 30, 2025
The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Involve your product team or your customer experience team! Make sure to make it easy for happy customers to spend more and spread the word among their friends. What would help them?
rethinkCX
MARCH 4, 2025
Voice of Customer trends show that brands who listen win big: 60% of consumers say theyll pay more for a brand that gets them (another illustrative stat). Heres why VoC is non-negotiable: Retention Over Acquisition : Its five times cheaper to keep a customer than find a new one. Analysis turns noise into a roadmap.
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.
SuiteCX
JUNE 1, 2015
Diagnostic refers to the effort of collecting voice of customer, employee and institution to understand the current state of the customer experience. There is always a need to integrate the digital with the off-line journey, as customers usually use multiple channels to get what they need.
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