ClearAction

5 Radical Changes to VoC of the Future for ROI Maturity

" What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? What matters most [...]

  • Value Chain Solution to VoC ROI

    " Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking [...]

  • Customer Experience Improvement is a Team Sport

    " A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]

  • Customer Experience Maturity Roadmap

    " Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment. When I managed customer experience at semiconductor equipment maker Applied Materials, I plotted out steps we planned to take in order to migrate our [...]

  • Value Chain Solution to VoC ROI

    " Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking [...]

  • Customer Experience Maturity Roadmap

    " Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment. When I managed customer experience at semiconductor equipment maker Applied Materials, I plotted out steps we planned to take in order to migrate our [...]

  • Customer Experience Improvement is a Team Sport

    " A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]