Voice of Customer

New Webinar - How To Optimize Your VoC Program (Nov 12)

We are pleased to announce that on Wednesday, the 12th of November, Futurelab's Stefan Kolle together with Confirmit's Claire Sporton (VP, Customer Experience Management) will run a webinar on how to run a mature, action-oriented VoC program. We believe that listening to your customers is only one part of a truly effective Voice of the Customer program and only a comprehensive and fully integrated initiative can increase your revenue, reduce costs and promote culture change. 

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Do You Employ Actionability Thinking in Survey Design?

Today's post is a slightly-updated version of one I originally published on Compellon's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.

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7 pragmatic initiatives for CX in 2017

If you are among the specialists, working in the field of customer experience, you know that once the initiatives of your company have reached a certain level of maturity the next steps are getting trickier and trickier. In some cases the next level of the CX of your company even looks like mission impossible. This may sound a little discouraging. But like someone has once said – there is always a way when there is a will. 

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Are you happy with your VoC or NPS programs?

Creating a working Voice of Customer program is not a simple task. You think of just starting to ask a few questions and nudging a few people in the right direction, and it seems fairly easy in the beginning, but then things start to get complicated. How do you prove that the questions you are asking are actually reflecting the situation? Why should the company pay for a separate questionnaire, while there is a perfectly fine 20-page-long annual marketing survey? Technology costs how much?

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Easy guide to choosing the right metric for your Voice of Customer program

It’s the season to be jolly and start planning the next year’s projects and activities! We at Futurelab research would like to help you get your Voice of Customer program up and running in 2017. We will do it by posting a series of materials, covering such important areas of Voice of Customer programs as program strategy, data collection and analysis, activation of the results, etc. 

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Webinar: Best Practices for Multi-Channel VoC Success

Today's organizations are operating in an ever-evolving Omni-channel world, in which they need to ensure the right channels are available for customers. The right strategy is the one, which enables businesses to leverage these channels, to ask the right and relevant questions, and to bring all the data together in order to gain valuable insights. 

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Prepare for a successful VoC Program in 2016 with New Webinar

In today's economy, when people have almost myriad options, it is crucial for your business to have successful and actionable customer experience program. So whether you’re starting out with a new Voice of the Customer initiative or evaluating where you stand with your current program, join our webinar on the 16th of December:

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Does It Pay To Listen to the Voice of the Customer?

That's probably a silly question, but I don't feel bad reminding anyone of the answer!

Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or not listening) to customers?" In that post, I mentioned that if we don't understand who our customers are, what jobs they are trying to do/achieve, and how well that's going, then we reap none of the benefits of having raving fans - probably because we won't have (m)any. So does it pay to listen? That's what execs want to know!

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Maybe the Voice of the Customer Isn’t

Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that a bank could know what its customers wanted without asking them.

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If You're Not Scared, Try Harder

Today I'm pleased to present another guest post from Sarah Simon.

"I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who conquers that fear."
-Nelson Mandela

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