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
Doing CX Right BlogVoice of Customer & Insights
My passionate customer success friend and video producer, 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.
You’ve probably seen signs in restaurants, hotels, and other locations requesting customers their experiences. It is
While the benefits of social media marketing may be common knowledge, business leaders don’t realize and capitalize on social media as a useful source of “voice of customer” (VOC) data. Unstructured feedback, like social conversations, is just as important as structured data, i.e. customer surveys, and should be incorporated into a holistic CX program.
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