In this partner video, N3Wstrategy’s Founder and Managing Partner, Nils Schmeling testifies to the importance of listening and measuring the Voice of the Customer (VoC) for the sake of improving the online customer experience. N3Wstrategy chose to partner up with Mopinion to provide just that for its clients.
https://mopinion.com/mopinion-releases-partner-video-featuring-n3wstrategy/
The digital transformation is upon us: a movement that is drastically reshaping the way organisations operate and how they deliver value to their customers. So what does this mean for organisations that still operate in a traditional manner? What kinds of hurdles will these organisations face and how can they adapt?
https://mopinion.com/how-digital-is-paving-its-way-into-traditional-voc-programmes/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
Mopinion’s partner, Bright UK has been nominated together with DMG Media for the award for Best Voice of the Customer Initiative, as part of the European Contact Centre & Customer Service Awards (ECCCSAs) in the UK.
The ECCCSAs are considered the ‘largest and longest running awards in the customer contact industry’. The organisations nominated are ‘organisations that value their people, continually innovate to improve customer experience and operate efficiently and effectively’....
https://mopinion.com/mopinions-partner-bright-uk-nominated-by-ecccsas-for-best-voc-initiative/
If you’re on your way to building your first voice of the customer program, you might be wondering if the entire process actually works. And by that I mean, is the customer feedback gathered through VOC programs actually useful and actionable, or should you brace yourself for a flurry of poorly thought out attacks on your industry as a whole? Moreover, one might wonder if the VOC movement is based on results, or if it’s just a way for brands to appear interested in their customer’s opinions.
So CMSWire spoke to five different brands who gave us five different ways they benefited directly from their own VOC programs. The proof, as they say, is in the pudding.
https://www.cmswire.com/customer-experience/5-voice-of-the-customer-program-examples-in-the-wild/
Here are six tips from Feedback Ferret on how to become a listening company - with feedback.
https://www.feedbackferret.com/listening-company/
To satisfy the needs of your customers, it is crucial to understand what they want. Indeed, they have a wealth of information to share, probably even more than you think. Getting their feedback can help you provide better services and develop better products.
Moreover, customer feedback provides business owners with valuable insights that can help them improve the overall customer experiences. According to the statistics, 91% of dissatisfied customers will leave you without any complaint, and you will never know what they didn’t like about your product or service.
https://sendpulse.com/blog/customer-feedback/
You’ve heard it before but I’ll say it again…Listening to the Voice of the Customer (VoC) is crucial for businesses looking to compete based on customer experience. And while this couldn’t be more true, surprisingly, nearly 75% of companies still feel that their VoC programmes aren’t effective and that they’re failing to drive actions. That is to say that these companies are listening to their customers but lack the wherewithal to turn insights into something meaningful and profitable for their business. This is where VoC tools come into play. One that comes to mind is Usabilla.
So let’s take a look at some of the competitors and alternatives to using a tool like Usabilla.
https://mopinion.com/competitors-and-alternatives-to-usabilla/
As customer experience grows as the key differentiator between businesses offering the same services or products, brands need to be listening to their customers.
According to a study by Walker, by the year 2020, customer experience will be more important than even the price of a product. Meaning that customers won’t care that they have to pay more if they know they will receive exceptional treatment.
http://www.bizcommunity.com/Article/196/33/179007.html/
Listening to your customers and using the feedback generated is widely considered essential to business success, so how do you make sure the your Voice of the Customer investment and activities will make a difference?
We looked at a recent report on the effectiveness of the Voice of the Customer by Temkin Group which reveals that while the majority of companies have customer feedback activity in place there are some key factors which are essential for success and which will help to identify the (often elusive) Return on Investment (ROI).
http://customerthink.com/voice-of-the-customer-whats-needed-for-success/
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