Voice of the customer
Businesses rely on the voice of the customer (VoC) to improve product development and the customer experience. Learn about the latest VoC tools and strategies to collect customer feedback and gauge customer expectations.
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Voice of the customer News
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July 21, 2020
21
Jul'20
Microsoft releases voice of the customer platform
Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users.
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June 19, 2020
19
Jun'20
SAP C/4HANA leads discuss future of CX platform
New leaders of SAP's customer experience platform discuss its future direction, with a retrospective look at how CRM's past evolved into customer-centric CX technology.
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April 22, 2020
22
Apr'20
Coronavirus CX strategy should be flexible, feedback-driven
During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.
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February 17, 2020
17
Feb'20
Chief experience officers, chief customer officers on rise
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing.
Voice of the customer Get Started
Bring yourself up to speed with our introductory content
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How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
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How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
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10 steps to create a voice of the customer program
One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. Continue Reading
Evaluate Voice of the customer Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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What is customer experience management (CEM or CXM)?
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading
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How can customer relationship metrics benefit CX?
Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
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4 customer data collection best practices to follow
Building a good customer data collection strategy can be difficult. These tips explain how to collect data and how to use it to improve customer experience. Continue Reading
Manage Voice of the customer
Learn to apply best practices and optimize your operations.
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How to create surveys that collect effective customer feedback
Businesses need to have a plan before surveying customers. While it is important to gather feedback regarding experiences, it is also important to act on the information received. Continue Reading
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Here's why a customer feedback program is essential to a business
With C-suite executives investing in a customer feedback program, they will be able to implement strategies to capitalize on positive ratings and resolve negative comments. Continue Reading
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4 voice of the customer methods to improve CX
To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
Problem Solve Voice of the customer Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading
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Going multichannel will improve customer experience -- but not without a plan
Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading