Voice of Customer

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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VOC: Shifting from Asking to Listening

What is your VOC approach? Are you listening to customers, or still/only asking?

As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the Pacific Time Zone. In the former, we discussed the state of customer experience in Australia, while in the latter, our topic was the shift in VOC efforts, from asking to listening.

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Customer Experience: What Can We Learn From An Organisation That Kills It’s Customers?

I am coming out of my self imposed August retirement to write about something that calls to me, deeply. And to share with you insights and learnings which show up for me as being valuable if you are up for improving service, orchestrating a caring customer experience, and improving organisational effectiveness.
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Who Are We Doing This For?

Earlier this week, over the course of just four hours, I had two separate client conversations that had me scratching my head and asking: "Who are you doing this for?"
 
The two conversations went something like this.

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Listening to Customers & Employees During Times of Change

Has your company been acquired, merged with another company, ousted its executive team, or just been wading through changes that executives are trying to instill across the organisation?

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Putting the Customer at the Center of Every Conversation

You know the drill: Put the customer at the center of every conversation and every decision made by your company. How many companies are really doing this?

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