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.
https://www.retailcustomerexperience.com/blogs/why-its-time-for-retail-marketers-to-start-listening/
Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
Capturing the Voice of the Customer at every touchpoint in the online customer journey is critical in the travel industry. Nearly “75% of consumers expect to be able to provide real-time feedback on their experiences” whilst on travel websites.
https://mopinion.com/travel-companies-voice-of-the-customer/
GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices.
The General Data Protection Regulation, or GDPR for short, aims to increase the protection and privacy of personal data, also known as Personally Identifiable Information (PII), for all EU residents.
In the age of the GDPR, consent and managing individual’s rights are crucial. Because of this, Voice of the Customer (VoC) research may become an even more important source of data and insights to marketers wanting to understand better and improve the Customer Experience (CX).
In this post, we look at why.
https://www.iperceptions.com/blog/voice-of-the-customer-gdpr/
“We care deeply about our customers.” “We put our customers first.” Or: “We ❤️ our customers.”
You’ve probably seen more than a fair share of brands use these taglines or some other similar phrase in order to profess their undying, indissoluble love for their customers. They pop it into their office reception areas, YouTube ads, business cards, staff lapel pins, About Us pages, social media bios, email signatures. If your company fits this description, it’s important to be honest and ask yourself: do these words ring true or hollow?
To truly demonstrate your company’s commitment to customers, you have to be able to understand them first. You have to know their thoughts and feelings, their wants, needs, opinions, and expectations. You have to develop your ability to understand and measure the kind of customer experience you’re delivering, so you can gain insights essential to showing genuine customer love. None of this would be possible if you don’t know how to manage customer feedback.
https://customerthink.com/your-2018-customer-feedback-cheat-sheet/
Bookmarks on this page are managed by an admin user. 
