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/
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/
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/
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/
