Last year, we asked Spokeo – an online people intelligence service – to share their experience with implementing a new and improved Voice of Customer (VoC) program. Customer Experience Manager Brady Gillerlain took the reins and walked us through their decision making process as well as initial plans for using Mopinion’s all-in-one feedback analytics software to gain a deeper understanding of their customers and better define customer success. Their plans were inspiring, but where did they end up?
https://mopinion.com/customer-story-spokeo-voc-program/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
It's likely no surprise to hear that online and social media management is no longer optional for a business. Consumers these days regularly turn to social media to get in touch with companies, including leaving reviews about their own experiences. While this is still somewhat new territory, navigating feedback from customers shouldn't be a difficult chore for franchisees. Social media and customer reviews have been viewed as a difficult area for businesses to handle in the past because the online environment is relatively anonymous. However, if you are able to properly manage reviews and social media as a franchisee, it can provide an opportunity for you to engage with consumers in a positive way.
https://www.betheboss.ca/resources/industry-experts/apr-2019/online-feedback/
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.
https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
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/
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.
https://medium.com/@getcloudcherry/how-to-design-the-perfect-voice-of-the-customer-strategy-9210df1bcd74/
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/
A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for good CX on the customer?
"After several unsuccessful attempts to pair a new smart home device with a product’s app, my colleague contacted customer service. In response to her inquiry, she was presented with a lengthy set of emails that detailed how she needed to completely reset her Wi-Fi router settings– in order for the app and device to work properly! Their attitude was that the customer had the burden of making many changes so their app would work properly!"
The company’s position was that the burden for good product results was on the consumer. The brand did not feel it had to accommodate customer’s reasonable needs!
So, ask yourself this: Are you making it easy for your customers to buy, use, and experience your products? And if you’re not, what changes should you make?
http://customerthink.com/two-tips-to-stop-placing-the-burden-for-good-cx-on-your-customers/
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn’t enough. I’ve found that you must always be on the lookout for new ways customers can connect with you and seamlessly share information to help you deliver products that better meet their needs.
The B2B technology company for which I work is doing some pretty amazing things in this area with many longstanding, and recently established, customer outreach programs. These programs serve as templates for active listening that are uniquely and directly connecting customers with our CX team, customer service and support — and more specifically with product development and product management.
Feedback channels are ongoing resources for us and help ensure that we approach VoC and product innovation from the customer’s perspective, developing new products and features that align with their current and future needs.
http://customerthink.com/4-ways-to-align-customer-feedback-and-product-innovation/
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/
