Archives for: Tag: VOC

The Case for VoC Strategy: Driving Outcomes

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 16 / 2017

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this final post of the series, we outline key steps for making sure that your voice of the customer (VoC) program has the business impact your organization […]

The Case for VoC Strategy: Selecting a Platform

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 15 / 2017

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer a number of capabilities, most notably: Customer feedback collection and analysis Integration with other data sources Closed-loop action management Reporting and dashboards As we outlined in […]

The Case for VoC Strategy: Building a strong foundation

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 14 / 2017

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program at all, or the program is ad-hoc and limited in its reach. When companies do adopt a technology platform (commonly referred to as a customer feedback […]

From Voice of the Customer to Customer Health

Author: Jessica Tuffley
10 / 23 / 2017

The dreaded customer satisfaction survey. Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive to understand the customer’s experience—there has been great oversight in creating a positive experience in how that customer feedback is captured. Customers are asked for feedback […]