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/
If you’re on your way to building your first voice of the customer program, you might be wondering if the entire process actually works. And by that I mean, is the customer feedback gathered through VOC programs actually useful and actionable, or should you brace yourself for a flurry of poorly thought out attacks on your industry as a whole? Moreover, one might wonder if the VOC movement is based on results, or if it’s just a way for brands to appear interested in their customer’s opinions.
So CMSWire spoke to five different brands who gave us five different ways they benefited directly from their own VOC programs. The proof, as they say, is in the pudding.
https://www.cmswire.com/customer-experience/5-voice-of-the-customer-program-examples-in-the-wild/
Here are six tips from Feedback Ferret on how to become a listening company - with feedback.
https://www.feedbackferret.com/listening-company/
The digital transformation is upon us: a movement that is drastically reshaping the way organisations operate and how they deliver value to their customers. So what does this mean for organisations that still operate in a traditional manner? What kinds of hurdles will these organisations face and how can they adapt?
https://mopinion.com/how-digital-is-paving-its-way-into-traditional-voc-programmes/
I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback.
The real irony here is that the goal of the exercise is to improve CX, but the process offers terrible CX.
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
To satisfy the needs of your customers, it is crucial to understand what they want. Indeed, they have a wealth of information to share, probably even more than you think. Getting their feedback can help you provide better services and develop better products.
Moreover, customer feedback provides business owners with valuable insights that can help them improve the overall customer experiences. According to the statistics, 91% of dissatisfied customers will leave you without any complaint, and you will never know what they didn’t like about your product or service.
https://sendpulse.com/blog/customer-feedback/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
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/
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/
As customer experience grows as the key differentiator between businesses offering the same services or products, brands need to be listening to their customers.
According to a study by Walker, by the year 2020, customer experience will be more important than even the price of a product. Meaning that customers won’t care that they have to pay more if they know they will receive exceptional treatment.
http://www.bizcommunity.com/Article/196/33/179007.html/
