Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data, with few disciplines improving over time.
However, one exception to this stagnation in activities exists: the practice of customer journey mapping. On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts. So far in 2015, the proportion of practitioners who say they are familiar with journey mapping has increased to nearly half (48%). That's a 50% growth in this activity in just a few short months.
Read full article.
https://www.peoplemetrics.com/blog/the-basics-of-customer-journey-mapping/
Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different. In a world where a superior Customer Experience (CX) is now viewed as a key competitive advantage, leveraging VoC as part of your Customer Experience Management (CEM) efforts has never been more important.
Naturally, you must take a customer-centric approach to your CEM efforts, otherwise you run the risk of designing an experience that doesn’t meet their needs, and that places you behind the 8-ball compared to your peers. You need to better understand how your customers think – what makes them interact with your brand the way they do, and how they feel about the experiences you provide them. These insights go a long way, but what exponentially increases the value of this customer feedback is how you leverage these insights as part of your CEM to build better experiences for your customers.
http://customerthink.com/the-true-value-of-voice-of-the-customer-in-customer-experience-management/
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/
Working towards a robust VoCA program can clearly separate customer experience leaders from laggards. According to Forrester, customer experience leaders grow revenue five times faster than CX laggards, drive higher brand preference and brand referrals. A Harvard Business Review article “How the Meaning of Digital Transformation Has Evolved” also backs the measurable value of a VoC strategy: Top performers in a (PwC) survey—those reporting revenue growth and profit margin increases above 5% for the past three years and expected revenue growth of at least 5% for the next three years—have a better understanding of the human experience that surrounds digital technology. These companies prioritize user experience specialists and creating better customer experience through their digital initiatives.
https://www.analyticsindiamag.com/voice-of-customer-analytics-describe-prescribe-and-predict-your-customers-journey/
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.
https://medium.com/survey-tips/voice-of-customer-tools-why-is-it-critical-to-your-business-a3844d905395/
Voice of the Customer helps financial sector regain trust and increase productivity
https://mopinion.com/voice-of-the-customer-helps-financial-sector-regain-trust-and-increase-productivity/
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/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority.
https://mopinion.com/which-type-of-voc-software-should-your-business-use/
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.
https://www.forbes.com/sites/serenitygibbons/2018/09/20/why-businesses-need-to-see-customer-feedback-as-make-or-break/
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