We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.
https://www.cmswire.com/customer-experience/10-common-voice-of-the-customer-mistakes/
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 tools in order to collect feedback from the user. But what type of feedback tool should you use, for which type of use?
https://mopinion.com/5-different-types-of-user-feedback-tools/
Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers. But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up.
https://www.peoplemetrics.com/blog/5-necessities-of-an-effective-closed-loop-customer-feedback-program/
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.
So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
Making your VOC program best-in-class isn’t simple, but there are certain things that can be detrimental to it. Things you should ideally avoid doing. So, we decided to make a list of the 5 main things that can sabotage your Voice of Customer program.
https://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
While on the surface, a customer-first culture seems like the most obvious way to drive business growth, it usually backfires. Most of these initiatives result in employees feeling like their ideas and feedback are not valued, even if their ideas and feedback are directly from the customers they work with every day.
To create better customer engagement and the related revenue you desire, put your employees first. Employees often observe customer needs that are not necessarily voiced, and without them, you will completely miss out on opportunities to improve your business.
https://www.forbes.com/sites/forbescoachescouncil/2018/03/28/are-your-customer-growth-initiatives-missing-a-critical-component/#726f0b0e1a71/
Many years ago I ran the support organization for a small software company. We had a whiteboard on the wall opposite the area of the office where my team sat. Everyone walking to the break room could see it. It showed the number of customer calls or emails we had each week, how many support tickets were still open, and how many we had resolved.
Above it sat another sign that said, “We are not a black hole.”
https://www.cmswire.com/customer-experience/are-your-customers-shouting-into-the-void/
"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."
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
Over the last years NS has been actively improving its online visibility and services. Digital sales and services have become increasingly important. NS websites link directly to its social media accounts and NS has set up a interactive webcare policy.
https://mopinion.com/customer-success-story-improving-online-conversions/
Consumers have grown more confident of voice-enabled technologies, and are uttering “Alexa”, “Okay Google” and “Hey Siri” more than ever before. Online sales of voice devices were up 103% year-on-year, with 22% of voice device owners already use their devices to shop using voice commands, according to Adobe Analytics Cloud data in 2017.
Just last month, Fintech Innovation reported on how customers of OCBC bank in Singapore can now check their bank account balances and various information using Siri, Apple’s virtual assistant.
https://www.enterpriseinnovation.net/article/how-brands-can-harness-voice-more-personalized-experience-767673185/
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