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/
Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year alone.
https://www.cmswire.com/customer-experience/5-customer-experience-trends-to-watch/
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.
Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted – you might need to look a bit deeper to discover that actually, the customer service hasn’t been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesn’t always mean it’s right. So, the data is in front of you, but what next?
http://customerthink.com/how-to-understand-the-truth-behind-customer-feedback/
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/
Head of digital and customer marketing talks about the marketing technology transformation she's led and how executive buy-in and cultural change was achieved.
https://www.cmo.com.au/article/635405/how-village-roadshow-brought-voice-customer-into-heart-business/
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/
So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
"New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry.
At iPerceptions, we have seen this time and again in the Voice of the Customer (VoC) space. The pre-post methodology, asking visitors on arrival to your site for feedback at the end of their visit, was a turning point in collecting continuous feedback from your visitors."
https://www.iperceptions.com/blog/voice-of-the-customer-methodologies/
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/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
