Tag Archives: voice of customer

5 Steps For Building a Voice of the Customer Program

5 Steps For Building a Voice of the Customer Program

What do revenue, retention and reputation all have in common? Yes, they all start with the letter R, but more importantly, they all revolve around the customer. And like those three words, everything in your business should too. Your customers fuel your organization’s most important initiative: revenue.

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Qualitative Research: The Third Essential Customer Research Input

Qualitative Research: The Third Essential Customer Research Input

Qualitative research, involving talking to customers in groups or individually, can add depth to an understanding of customer behavior and psychology. However, it needs to be framed by quantitative and observational research because, for a variety of reasons, customers can mislead.

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5 Customer Experience Trends to Watch

5 Customer Experience Trends to Watch

Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year

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Transforming Listening Into Action: Fortifying Voice of Customer Programs

Transforming Listening Into Action: Fortifying Voice of Customer Programs

The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good. For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity.

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Transforming Listening Into Action: Fortifying Voice of Customer Programs

Transforming Listening Into Action: Fortifying Voice of Customer Programs

The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good. For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity.

Continue reading...

Why Your Voice of the Customer Data Isn’t Actionable (and What to Do About It)

Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)

Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.

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From Surveys to Transformation: Take Your Customer Experience to the Next Level

From Surveys to Transformation: Take Your Customer Experience to the Next Level

Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics of satisfaction scores and net promoter scores (NPS). This has left brands rescuing unhappy customers, not preventing negative experiences in the first place.

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