eringilliam: voc*

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  1. Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.

    The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"

    While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
    http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
    Tags: , , , by eringilliam (2018-02-22)
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  2. Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

    CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
    https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
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  3. Personalization is a popular idea for brands and consumers alike. But few brands are able to deliver on customer expectations.

    Ernan Roman of ERDM conducts specialized VoC research to identify high impact CX strategies which generate significant increases in revenue. In this video, Ernan shares how to “crack the code” for personalization success.
    http://customerthink.com/powerful-personalization-how-to-provide-value-and-avoid-creepy/
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  4. Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.

    The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.

    The problem is that brands fail to realize the primary value of VOC data. Information culled via customer feedback is valuable because it creates internal alignment and provides insights that allow brands to execute quicker than the competition.
    https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
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  5. Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet.
    https://www.cmswire.com/customer-experience/voice-of-the-customer-decoded-4-tips-to-make-the-most-of-feedback/
    Tags: , , by eringilliam (2017-12-01)
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  6. Mopinion’s partner, Bright UK has been nominated together with DMG Media for the award for Best Voice of the Customer Initiative, as part of the European Contact Centre & Customer Service Awards (ECCCSAs) in the UK.

    The ECCCSAs are considered the ‘largest and longest running awards in the customer contact industry’. The organisations nominated are ‘organisations that value their people, continually innovate to improve customer experience and operate efficiently and effectively’....
    https://mopinion.com/mopinions-partner-bright-uk-nominated-by-ecccsas-for-best-voc-initiative/
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  7. 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/
    Tags: , , by eringilliam (2017-08-29)
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  8. 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/
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  9. In this partner video, N3Wstrategy’s Founder and Managing Partner, Nils Schmeling testifies to the importance of listening and measuring the Voice of the Customer (VoC) for the sake of improving the online customer experience. N3Wstrategy chose to partner up with Mopinion to provide just that for its clients.
    https://mopinion.com/mopinion-releases-partner-video-featuring-n3wstrategy/
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Mopinion is a proud sponsor of User Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.