Customer Think

DECEMBER 18, 2023

Staying ahead of the curve often hinges on an organization’s ability to listen and adapt to their customers’ needs. Consider Starbucks, for example, who embraced mobile ordering after customers voiced their desire for a more streamlined experience.

Organization 64

Organization Marketing Customer Experience 64

Customer Think

AUGUST 7, 2021

Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important business changes.

Artificial Intelligence 122

Artificial Intelligence 122

Insightly

JUNE 17, 2021

When we’re underwater, it’s tough to remember to come up for air and ask: what do our customers actually want from us? Understanding the voice of your customer can help you answer this question. What does ‘voice of the customer’ mean? The voice of the customer is what your customer wants and needs.

Decision-making 98

Decision-making Media CRM Marketing 98

Customer Think

SEPTEMBER 27, 2021

Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and […].

Meetings 90

Meetings 90

Customer Think

FEBRUARY 15, 2024

Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback. Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI?

Artificial Intelligence 69

Artificial Intelligence 69

Customer Think

NOVEMBER 7, 2023

Level AI launches GenAI-powered VoC Insights, a new product that turns vast amounts of unstructured contact center data into actionable Voice of the Customer insights in real time

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Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment.

B2B 137

B2B B2C Customer Experience 137

Insightly

JUNE 16, 2021

When we’re underwater, it’s tough to remember to come up for air and ask: what do our customers actually want from us? Understanding the voice of your customer can help you answer this question. What does ‘voice of the customer’ mean? The voice of the customer is what your customer wants and needs.

Decision-making 52

Decision-making Media CRM Marketing 52

Customer Think

JULY 4, 2023

For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives will transform the customer experience. That’s h.

Customer Experience 59

Customer Experience 59

ReviewTrackers

JANUARY 2, 2020

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. The difference: 10x.

Customer Experience 45

Customer Experience Media Decision-making Software 45

Customer Think

JULY 1, 2021

Today’s customers want one consistent journey, but in order to provide this, the entire enterprise needs to operate in lockstep. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments.

Organization 64

Organization 64

Customer Think

JUNE 20, 2023

Strategic acquisition delivers insights from customer feedback to improve customer satisfaction, agent engagement and brand reputation

Customer Experience 45

Customer Experience Acquisition 45

Planview

FEBRUARY 6, 2017

alone, the estimated cost of customer churn due to poor service is $1.6 Understanding customer expectations and requirements has never been more important. Crowdsourcing enables customer feedback at scale. A typical approach to VoC doesn’t tap the customers and employees that know and experience real issues. In the U.S.

Energy and Utilities 45

Energy and Utilities Onboarding Prioritization Organization 45

ReviewTrackers

AUGUST 30, 2018

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. The difference: 10x.

Customer Experience 35

Customer Experience Media Decision-making Software 35

Planview

FEBRUARY 2, 2017

alone, the estimated cost of customer churn due to poor service is $1.6 Understanding customer expectations and requirements has never been more important. Crowdsourcing enables customer feedback at scale. A typical approach to VoC doesn’t tap the customers and employees that know and experience real issues. In the U.S.

Energy and Utilities 40

Energy and Utilities Onboarding Prioritization Organization 40

Red Star Kim

SEPTEMBER 22, 2022

Client service and sales opportunities for professionals in the digital age” some key issues emerged: Telephone skills: Anxiety, voice, etiquette and the client experience. At a recent MBL workshop “Pick up the phone! Anxiety around picking up the phone. There were a number of possible explanations. Landlines are a rarity.

Emotional Intelligence 130

Emotional Intelligence Communication e-Learning Digitalization 130

Customer Think

JANUARY 22, 2024

This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).

Customer Experience 129

Customer Experience 129

Customer Think

APRIL 26, 2024

Brands that contribute to stronger community ties and help to build links between groups locally, nationally, and internationally are benefitting from customers who feel included and have their voice […]

Digitalization 52

Digitalization Marketing 52

SmartKarrot

AUGUST 22, 2022

Do you want to know what your customers are thinking? Have you ever questioned why one customer is leaving but another is staying? The Voice of the Customer (VoC) answers all of these questions. VOC is your customers’ idea of how well you are doing as a company and a key to long-term repeat customers.

Banking 10

Banking Decision-making e-Learning Media 10

Nutshell

APRIL 16, 2024

Voice-to-notes Q2 is also bringing a new AI feature, Voice-to-notes. This feature will capture and populate text as you speak, making it even easier to log your notes on a lead or customer. You’ll be able to voice record notes on your Lead, People, and Company timelines and in the pop-up that appears when logging an activity.

CRM 71

CRM Communication Organization Sales 71

Strikedeck

AUGUST 27, 2019

Inge De Bleecker talks about the various customer-centric strategies used to turn feedback into actionable insights.

Onboarding 49

Onboarding Customer Experience Customer Success 49

Customer Think

NOVEMBER 17, 2022

The customer service industry is used to a lot of talk about the voice of the customer in marketing literature and in the media. If we could make that collective voice literal, I think it would sound something like this: “Hey, it’s me – your customer. At this point you should know me and understand […].

Media 128

Media Marketing 128

Sales Gravy

MARCH 23, 2016

“If the Good Lord wanted us to talk more than to listen, he would have given us two mouths instead of two ears.” How many times do salespeople talk themselves out of a sale? Hmm, let me count the ways. Business consultants and executive coaches wi

Sales 40

Sales 40

Zendesk

APRIL 26, 2023

Customer experiences aren’t meant to be one-size-fits-all. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. But its ability to make customer experiences inclusive and accessible for all will help shape a truly revolutionary future.

Customer Experience 98

Customer Experience Digitalization Communication Organization 98

SmartKarrot

APRIL 18, 2022

And if you manage to create impressive software then not necessarily all features that you develop in it add value to customers leading to something we popularly refer to as ‘feature bloating’ in software parlance. The need is amplified when our primary goal it to ensure the success of our customers. Do we even know them all?

Customer Success 10

Customer Success Stakeholders Software Software 10

Hubspot Sales

NOVEMBER 22, 2023

Imagine if every business had this level of customer knowledge and personalization. Wouldn’t you want to make your customers feel valued? That's where Customer Relationship Management (CRM) software comes in. That's where Customer Relationship Management (CRM) software comes in. CRM Tips and Tricks 1.

CRM 82

CRM Artificial Intelligence Customer Success Decision-making 82

Zendesk

MARCH 14, 2024

Why this is important: When teams have customers call in after hours, unless a voicemail service is offered, we generally won’t see callbacks take place. In these cases, the workstream is set up based on a ticket contact via type rather than voice. We recommend this, but now it’s up to you and your staffing strategy.

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Account Manager Tips

JULY 27, 2021

How to write better business emails If your clients don't reply to your emails, you could be part of the problem. Here are 30 easy tips for writing effective emails your clients will actually read. A great email conveys the right message and tone and doesn't waste the readers time. Without purpose, it won't matter how well written it is.

Communication 244

Communication Meetings Key Account Management Prioritization 244

Hubspot Sales

SEPTEMBER 8, 2023

With softphones, you can call a client, prospect, customer, or colleague from anywhere, as long as you have internet service, a microphone, and a speaker. Powered by VoIP (Voice Over Internet Protocol) technology , a softphone functions like a desk phone with additional features like call recording and voicemail transcription.

Internet 86

Internet Remote Working Software Software 86

Zendesk

SEPTEMBER 14, 2023

Every customer service conversation should lead to a resolution. That’s why many customers still prefer calling customer support, rather than engaging on digital channels, like messaging or email. Anecdotally, most people know what it’s like when their attempts to get through to customer service reach an impasse.

Management 52

Management Publishing Digitalization Media 52

Customer Think

NOVEMBER 8, 2022

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Across all industries, companies use metrics such as the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) and to […].

CXM 118

CXM Customer Experience 118

Customer Think

DECEMBER 20, 2023

In today’s experience-driven economy, understanding and responding to your customers’ voices is not just a nice-to-have, it’s a necessity. The “Voice of Customer” (VoC) methodology is a powerful framework that empowers you to do just that.

Customer Success 69

Customer Success 69

Customer Think

MARCH 18, 2024

The new AI copilot is shaping the Voice of Customer insight into demonstrated product-led revenue

Management 59

Management 59

NG Data

MARCH 13, 2024

A chief customer advocate is critical to represent the voice of the consumer. Marketing is a key driver of growth for companies. High-growth companies invest three times more on marketing compared to their counterparts. CEOs must provide a compass to their marketing leaders and create a marketing measurement framework.

Marketing 52

Marketing 52

Hubspot Sales

DECEMBER 28, 2020

It’s true; the tone of your voice might actually be jeopardizing your sales success. You may have put hundreds of hours into researching your market, learning your product, and crafting your pitch, but if you aren’t aware of what your voice conveys to your potential customers, all that effort may be for nothing. Of course not!

Sales 139

Sales Communication Decision-making Meetings 139

Hubspot Sales

APRIL 6, 2023

A McKinsey survey of close to 3,500 decision makers found that customers want a more personalized experience. If you’re a B2B company, ecommerce is a necessity for your business. As a McKinsey & Company study found, 65% of B2B companies sold exclusively online in 2022. In this post, we highlight the top 10 for 2023: 1. million people.

eCommerce 99

eCommerce B2B B2C Retail 99

Customer Think

NOVEMBER 12, 2021

VoC begets VoC I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them.

Customer Experience 129

Customer Experience 129