Creating a great patient experience requires planning, constant feedback & flawless execution. Stacy Sherman explains how to do it right in magazine.
Doing CX Right BlogVoice of Customer & Insights
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme
My passionate customer success friend, Cary Munk, asked to interview me for a special project he’s working on. Of course, when there’s an opportunity to talk about customer experience, employee engagement, and building a best-in-class company culture, I’m all in to inspire others.
You’ve probably seen signs in restaurants, hotels, and other locations requesting customers their experiences. It is
Are you listening & responding to what customers say on social media? Learn how to gain a competitive edge by leveraging “voice of customer.”
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights, questions must be designed with best practices applied and a “test & learn” approach.
Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of measurement and best practices to drive company success. I am passionate about the topic of Voice of Customer knowing that Customer Experience (CX) provides a competitive advantage. It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.”
Getting customer feedback is an essential part of conducting business. I’ve seen too many companies developing new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return.