We’ve all heard that writing according to the company style guide is good for customers because it creates brand voice consistency. But does that still apply when customers are looking for help? When it comes to self-service, the brand voice can often be tone deaf. It may be time to trade in the traditional brand voice for a more adaptive, empathetic approach to communication that puts the customer’s language and style, not your brand’s, at the center.
https://www.entrepreneur.com/article/306674/
"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/
Do you collect customer feedback? Are you using it to address the problems your customers actually experience? You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.
Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively categorize and measure what that information meant.
https://customerthink.com/rufing-it-out-with-customer-feedback-knowing-the-why/
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/
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/
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/
As a product manager and usability expert, I work with both marketing and R&D teams to deliver a product that meets users’ needs and expectations and provides value.
Our approach is to build a product with a strong base that offers most of the expected capacities considered important for our particular domain. Then we bake in the capability for customers to build what they need to adapt to their specific context.
https://www.cmswire.com/customer-experience/put-voice-of-the-customer-feedback-into-action-with-the-usability-approach/
Silicon Valley can at times seem like an idea factory, a Wonka Chocolate wonderland for inventing the future and disrupting the status quo. Belief in that idea has launched a thousand startups.
So what if only a few reach the farther shore? That’s normal: new ventures and pursuit of the next big idea are a high-risk proposition. The next big idea rarely emerges fully formed.
https://www.cmswire.com/customer-experience/looking-for-your-next-big-idea-ask-your-customers-and-really-listen/
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/
If you’re a business owner and it isn’t clear to you that the customer’s voice is the most important voice to hear, you’ve been living under a rock.
Now, more than ever, customers expect their needs to be met, and they expect their feedback to be addressed right here, right now. Now that social media has made it easier than ever to spread “word of mouth” commentary about a business’s performance, business leaders need to be acutely aware of what their customers are saying about their brands, while also being able to act upon that feedback in a timely, efficient and satisfactory manner.
https://www.cmswire.com/customer-experience/your-customers-are-speaking-are-you-listening/
