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Voice of the customer News
June 19, 2020
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.
April 22, 2020
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.
February 17, 2020
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.
December 13, 2019
SAP's influence is reflected in some new features Qualtrics revealed in its XM customer and employee experience measurement platform.
Voice of the customer Get Started
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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
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Evaluate Voice of the customer Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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
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
Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019. Continue Reading
Manage Voice of the customer
Learn to apply best practices and optimize your operations.
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
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
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
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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