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 [...]

  • How to Drive Voice of Customer Insights Company-wide: 3 Steps

    " Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those [...]

  • Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers

    " What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]

  • Talking to Your Customers: A Survival Strategy

    " By Guest Blogger, Jennifer Berkley, Founder & Owner of The Insight Advantage Talking to your customers is a key strategy to weathering bad times. It’s a great way to keep your finger on the pulse of how loyal your customers are and to increase their loyalty to you — a very critical factor in times [...]

  • Customer Experience Management Prevents Hassles

    " One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketing executives report that [...]

  • How to Drive Voice of Customer Insights Company-wide: 3 Steps

    " Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those [...]

  • Customer Experience Management Prevents Hassles

    " One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketing executives report that [...]

  • Talking to Your Customers: A Survival Strategy

    " By Guest Blogger, Jennifer Berkley, Founder & Owner of The Insight Advantage Talking to your customers is a key strategy to weathering bad times. It’s a great way to keep your finger on the pulse of how loyal your customers are and to increase their loyalty to you — a very critical factor in times [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]

  • Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers

    " What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. [...]