eringilliam: voice-of-customer*

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  1. Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).

    With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
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  2. Running a business is no easy task. What distinguishes a successful business from an unsuccessful one? The answer is very simple. Businesses who have tasted success keep customers as their focal point. This revelation comes as no surprise since the different metrics that were used to calibrate success like revenue, customer retention, and churn narrates only bits and pieces of the entire story.
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  3. How do you learn from your customers if you’re not willing to ask? This is the whole point of prioritizing customer feedback and creating a ‘Voice of the Customer’ (VoC) strategy.

    And in the infographic below, we take a look at how companies, irrespective of size and scale, can implement an effective Voice of the Customer program to arrive at deeper customer insight.
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  4. One of the goals of agile development is to reduce the distance between the developers and the person who will benefit from their labors: The Customer.

    When the customer and the developer are close to one another, the idea is that the solutions created are best aligned to what the user really wants. There is a lower chance of miscommunication. Misunderstandings are likely to be cleaned up quickly.

    How are you and your team doing on that front?
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  5. We’ve made a habit of asking our customers for feedback. We ask for feedback inside our software. We ask for feedback via surveys. We ask for feedback after someone talks to a customer service representative. We gather feedback left on review sites. We ask for feedback from our Advisory Board. At last count, there are over 30 different channels through which we ask HubSpot customers for feedback.

    Turns out, asking for feedback is the easy part. The hard part is acting on it.
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  6. Marketers are a loud group. We're constantly yelling promotions, trying way too hard to show how cool our brands are, or peddling product to the masses. We're so focused on the outbound that we've completely cannibalized any chance at having conversations with our customers.

    Even with voice of the customer strategies, that methodology doesn't help the customer to confirm that his or her voice matters. Most customers feel that the only way to show their voices is to either publicly fan the flames of social, or to use the power of their dollars to show their dissatisfaction. Marketers would be smart to just shut up and listen. It's better for the customer, it's far less inflammatory, and it's better for business.
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  7. 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.
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  8. Customer experience (CX) professionals have it so easy today. In the past we relied on surveys as our primary source of customer insights. Now with so many options for connecting with customers, CX professionals have it made!

    But can so many options actually make it more difficult? How do you keep track of the options? How do you determine which are best for you? How do you pull everything together into one cohesive voice?

    On second thought, maybe today’s CX professionals have it harder than I thought.
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  9. The difference between a good business and a great one often comes down to the small details. Companies who show that they care about those details are generally more successful and more popular among their customers. Any prosperous business will tell you that part of the secret of getting to the top is to be good at both eliciting and listening to feedback.
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  10. Why are bad reviews so destructive? Despite the fact that they’re less trustworthy than most consumers think, consumers continue to base their purchase decisions on them. Pew Research Center found that 82 percent of American adults “sometimes” or “always” read online reviews before making new purchases, 65 percent of whom believe they’re generally accurate. Yet a Journal of Consumer Research study found almost no correlation between professional assessments (in this case, Consumer Reports ratings) and online reviews.

    Bad reviews are bad news for brands, large or small. But the good news is that companies can prevent them with one simple action they should be taking, anyway: listening to their customers.
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of Website Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.