Podcasts about customer voc

Georgiana (Gia) Laudi is co-founder and chief strategist at Forget The Funnel. She's author of the book "Forget The Funnel" that's about Customer-Led Growth and a customer-led approach for driving predictable, recurring revenue.Here's what we cover:I have to ask why did Gia and April Dunford bash Voice of Customer (VoC) on April's podcast because I'm honestly curious;How to pick the right insights and turn those into positioning and messaging;How to create your messaging guide;How often should you conduct customer research.Gia on LinkedIn: www.linkedin.com/in/georgianalaudiForget The Funnel: forgetthefunnel.comFor more content, subscribe to Building With Buyers on Apple or Spotify or wherever you like to listen, and don't forget to leave a review if you're lovin' the show. Music by my talented daughter.Anna on LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.linkedin.com/in/annafurmanov⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠furmanovmarketing.com

Industrial Talk is onsite at Xcelerate 2025 and talking to Frederic Baudart, Product Program Manager at Fluke about "Advanced tools for Asset Management". Scott MacKenzie interviews Frederic Fluke at Xcelerate 2025 in Austin, Texas, about the Fluke Corporation's process tool and instrumentation business. Frederic explains the company's focus on user-friendly tools for technicians and engineers, emphasizing the importance of customer feedback and the integration of AI for advanced data analysis. He highlights the need for continuous learning and the role of Fluke as a thought leader in the industry. Frederic also discusses the challenges and opportunities post-COVID, including the importance of critical thinking and the development of the next generation of professionals. Action Items [ ] Connect with Frederick Broad to discuss thought leadership, products, and other topics related to Fluke. Outline Introduction and Event Overview Scott MacKenzie introduces the Industrial Talk Podcast, emphasizing its focus on industry innovations and trends. Scott welcomes listeners to Accelerate 2025, an event in Austin, Texas, highlighting the Reliability Lab Floor's bustling activity. Scott expresses excitement about the upcoming conversation with Frederic Fluke, noting the lack of preparation for the discussion. Overview of Fluke Corporation and Process Tool Business Frederic explains his role at Fluke Industrial, leading the process tool and instrumentation business. He describes the portfolio of tools designed for technicians, engineers, and reliability management professionals. The tools include pressure transmitters, temperature transmitters, and voltmeters, with capabilities for measurement and calibration. Frederic emphasizes the user-friendly nature of the tools, designed with the end-user's needs in mind. User-Friendly Tools and Market Needs Scott inquires about the user-friendliness of the tools, noting the importance of intuitive design. Frederic confirms that the tools are designed to be user-friendly, considering the knowledge and needs of the end-users. He discusses the importance of iterating on tools based on customer feedback and market needs. Frederic highlights the role of Voice of the Customer (VoC) in product development, emphasizing the need to understand customer requirements before creating new tools. Advancements in Technology and Customer Engagement Scott and Frederic discuss the rapid advancements in technology and the need for continuous learning. Frederic explains the importance of educating customers and providing expertise beyond just the tools. He shares his experience of visiting customer facilities to understand their needs and challenges. Frederic emphasizes the importance of customer partnerships in developing tools that meet their specific requirements. Incorporating AI and Digitalization Scott and Frederic discuss the integration of AI and digitalization into Fluke's tools and processes. Frederic explains the collaboration with Fortive and other Fluke divisions to incorporate AI into their products and workstreams. He highlights the potential of AI in analyzing large datasets to provide actionable insights. Frederic notes that the adoption of AI is still in its early stages, with significant potential for future growth. Challenges and Opportunities in AI Adoption Scott and Frederic discuss the challenges of...

This month, podcast host Danielle Doran is joined by Kendra Jones, Head of Client Success at Ipsos Channel Performance UK, and Andy Firth, Head of Advisory and Analytics Mystery Shopping at Ipsos Channel Performance UK, and Jean-Francois Damais, Global Chief Research office at Ipsos Customer Experience, who delve into the unique advantages of Mystery Shopping in assessing employee behaviours and internal processes, and how it complements Voice of the Customer (VoC) research as part of your Customer Experience measurement strategy.The podcast discusses the relevance and importance of Mystery Shopping in today's business landscape, particularly its role in enhancing customer experience. It highlights that Mystery Shopping, when used in conjunction with Voice of the Customer research, provides a comprehensive understanding of customer experience by evaluating both the emotional aspect and the effectiveness of operational processes. Kendra and Andy emphasize the need for businesses to align Mystery Shopping programmes with their specific goals, whether it's improving customer service, ensuring compliance, boosting product recommendations, or increasing sales conversion rates. They illustrate how Mystery Shopping provides valuable data that allows businesses to identify areas for improvement, enhance employee training, and ultimately, create a customer-centric culture that fosters loyalty and drives business growth.This podcast follows on from our thought-leadership release earlier this year ‘Demystifying Mystery Shopping', which you can read here.

Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to connect Voice of Customer (VoC) insights to revenue growth, and proven strategies that genuinely drive customer loyalty. Don't wait until it's too late—start focusing on what works to build stronger relationships and achieve lasting success the right way. Learn more at 

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Prepare to be enlightened as we sit down with the incomparable Nick Zeisler, or Zee as we fondly call him, for a riveting discussion on the essential role of Voice of the Customer (VOC) programs. This episode promises to transform your approach to customer feedback, from mere data points to actionable insights that can prevent your company from breaking its brand promise. Zee passionately dissects the futility of feedback collection without intent, emphasizing the profound power of VOC when it's used to cultivate genuine customer relationships and improve response rates to surveys.Together, we unravel the intricacies of leveraging customer insights to elevate your offerings, steering clear of the notorious 'faster horse' pitfalls. We'll reflect on how visionaries like Steve Jobs and Henry Ford navigated customer needs, exploring the delicate art of crafting survey questions that resonate with your brand's core values. The conversation doesn't stop there—we also examine cultural nuances in satisfaction scoring and the strategic use of targeted questions. Join me, Charlotte Ward, and Zee for an episode that will not only challenge your perceptions but equip you with the expertise to refine your brand through the eyes of those who matter most—your customers.Support the Show.

Welcome, Today, we have the privilege of hosting Suvi Lindfors, a luminary in the customer experience, particularly customers' feedback domain. With her profound insights into Voice of the Customer (VoC) technologies and employee empowerment, this episode is a goldmine for anyone keen on elevating their business.Lumoa's webpage: https://www.lumoa.me/Follow Suvi on LinkedIn: https://www.linkedin.com/in/suvilindfors/Why You Can't Miss This Episode: Unlock the secrets to leveraging Voice of the Customers and Voice of the Employee data for strategic decision-making and fostering a customer-centric culture. Suvi Lindfors shares invaluable advice on breaking down data silos, making actionable insights accessible, and the vital role of employee empowerment in driving innovation. This episode is a must-listen for CX professionals, senior managers, and C-suite leaders looking to transform their organizations.Episode Summary: In this episode, Greg engages in an enlightening conversation with Suvi Lindfors about the transformative power of Voice of the Customer (VoC) technology. They deep dive into Lindfors' extensive background in customer experience, emphasizing the importance of leveraging VoC and Voice of the Employee data to inform company-wide decisions. The discussion highlights strategies for enhancing employee access to VoC data to drive better decision-making, the challenges of data silos, and the significance of making VoC insights accessible across all levels of an organization. Lindfors advocates for a culture of inclusivity, decision-making courage, and the pivotal role of actionable insights in fostering a customer-centric business environment.Follow and Subscribe for More Insights: Your journey towards exceptional customer experience doesn't stop here. Follow and subscribe to the CX Goalkeeper Podcast on your preferred platform. Dive deeper into the world of CX with more episodes packed with expert insights and actionable strategies.Episode Page: Suvi Lindfors on CX GoalkeeperPodcast Page: CX Goalkeeper PodcastApple Podcast: Listen on AppleSpotify: Listen on SpotifyYouTube: Watch on YouTubeAbout Me: Learn More About Your HostWe're eager to hear from you! Your feedback helps us improve and tailor our content to your interests. Please leave your comments, share your thoughts on this episode, and let us know what topics you'd like us to explore in future episodes. Together, let's keep the goal of exceptional customer experience at the forefront of business transformation.Thank you for tuning in, and don't forget to subscribe and follow the CX Goalkeeper Podcast for more insights into transformation, leadership, and the art of customer experience.

On this episode of Dear Strategy, we talk about the different methods that can be used for gathering the Voice of the Customer (VOC) and provide a structure for organizing those methods to optimize your customer insights. If you're interested in strategy training or coaching for your business, please visit us at Strategy Generation Company.

In this episode of The Brainy Business podcast, you'll gain valuable insights from Lucie Buisson, the Chief Product Officer at Contentsquare. Lucie's expertise lies in optimizing user experience on websites and mobile apps, and she shares her research and experience to provide practical tips for product managers. By understanding user behavior and identifying their real needs and problems through careful observation and analysis, businesses can create a more effective and engaging user experience.  Lucie also emphasizes the importance of data-driven decision making, testing assumptions, and balancing quick wins with long-term projects. Additionally, she discusses the challenges of scaling a company and offers valuable insights on maintaining clear communication and team cohesion during periods of growth and change. Whether you're a product manager looking to improve user experience or interested in the dynamics of scaling a company, this episode provides valuable knowledge and actionable strategies. In this episode: Uncover actionable insights from user data analysis to drive strategic decision-making and optimize user experience. Strike a balance between quick wins and long-term projects to continually improve product performance and customer satisfaction. Gain a deeper understanding of user behavior through data analysis, going beyond customer feedback alone to make informed product decisions. Navigate the challenges and considerations of scaling a tech company, unlocking opportunities for growth and success. Recognize the impact of time discounting on user behavior and explore strategies to effectively engage and retain customers. Show Notes: 00:00:00 - Introduction, In this episode, host Melina Palmer introduces Lucie Buisson, the Chief Product Officer at Content Square. She discusses Lucie's role in the company's growth and the mission of Contentsquare to make the digital world more human. 00:02:07 - Scaling a Company, Lucie shares her insights on scaling a company, emphasizing the importance of adaptability while staying true to the company's vision and goals. She also highlights the challenges of transitioning from a small team to a larger organization. 00:06:27 - Understanding Behavior, Content Square's technology collects anonymous user interactions to understand customer behavior and preferences. Lucie emphasizes the importance of focusing on customer intent and providing personalized online experiences that mimic the positive aspects of in-store shopping. 00:08:31 - Challenges of Scaling, Lucie discusses the challenges of scaling a company, including the need to define roles and maintain a shared vision as the organization grows. She also highlights the importance of explicit communication in a larger team. 00:11:34 - Scientific Approach to Customer Understanding, Lucie emphasizes the scientific approach to understanding customers and the importance of data-driven decision-making. She discusses the role of data analysis in product management and the need for empirical evidence rather than opinions. 00:18:06 - The Power of Contentsquare, Contentsquare allows users to gain insights and identify website performance issues without knowing exactly what they're looking for. Unlike tagging plans, Contentsquare collects every interaction on a website, providing a more exploratory approach to understanding customer behavior. 00:19:46 - Prioritizing the Most Important Problems, Contentsquare's reports provide valuable information without users having to choose what to analyze in advance. By presenting click rates on every element of a webpage, users can identify areas of improvement without bias. Solving the most pressing problems yields the greatest impact. 00:24:47 - Finding Simple Fixes with Significant Results, Customer assumptions about what needs to be fixed often lead to massive and time-consuming projects. However, Contentsquare can reveal simple fixes like optimizing a landing page's hero image or call-to-action placement, resulting in substantial improvements and revenue opportunities. 00:27:31 - Balancing Voice of Customer Feedback, While Voice of Customer (VOC) tools provide valuable feedback, it often comes from extreme ends of the satisfaction spectrum. Contentsquare helps differentiate between isolated incidents and symptomatic behavior by tying VOC feedback to session replays. This allows users to prioritize actions based on quantifiable impact. 00:30:42 - The Iterative Cycle of Innovation, Contentsquare serves as the middle piece in a cycle of innovation. By understanding why customers struggle and making changes to address those issues, users can then use experimentation tools like A/B testing to analyze the impact of their modifications. 00:34:38 - Understanding Future Behavior, People often answer questions about their future behavior based on what they hope to be, not necessarily what they will actually do. Our predictions about our future selves are often different from our current behaviors, and this should be taken into account when designing products and experiences. 00:35:36 - Customer Feedback and Implementation, When gathering customer feedback, it's important to ask the right questions. Customers may say they want a new feature, but that doesn't necessarily mean they will use it. Implementing unnecessary features can overcomplicate the user experience and deter usage. 00:37:47 - Testing and Understanding Behavior, Testing and understanding user behavior is crucial for optimizing experiences. A case study from Netflix shows that what people say they want may not align with their actual behavior. It's important to go beyond customer requests and truly understand their needs and motivations. 00:40:36 - Balancing Customer Requests and Solutions, While it's important to listen to customer feedback, it's equally important to go beyond their requests and find innovative solutions to their problems. Product managers should balance quick wins with long-term projects and use their expertise to identify the best solutions. 00:43:37 - Optimizing Website Experience, To optimize website experiences, start by listening to customers and identifying small signals of behavior. Quantify the impact of these behaviors and find a balance between quick wins and long-term improvements. Understanding the customer while also leveraging product expertise is key to success. 00:46:09 -  Conclusion, Melina's top insights from the conversation. What stuck with you while listening to the episode? What are you going to try? Come share it with Melina on social media -- you'll find her as @thebrainybiz everywhere and as Melina Palmer on LinkedIn. Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Connect with Lucie: Follow Lucie on LinkedIn Contentsquare on Twitter Contentsquare Website Learn and Support The Brainy Business: Check out and get your copies of Melina's Books.  Get the Books Mentioned on (or related to) this Episode: The Voltage Effect, by John LIst What Your Employees Need and Can't Tell You, by Melina Palmer Continuous Discovery Habits, by Teresa Torres Friction, by Roger Dooley What Your Customer Wants and Can't Tell You, by Melina Palmer Top Recommended Next Episode: The Voltage Effect, with John List (ep 190) Already Heard That One? Try These:  Peloton: A Behavioral Economics Analysis (ep 338) Friction, with Roger Dooley (ep 274) Sludge (ep 179) Choice Architecture and NUDGES (ep 35) Priming (ep 252) The Dunning-Kruger Effect (ep 266) Habits (ep 256) Your Future Self, with Hal Hershfield (ep 329) Time Discounting (ep 328) Optimism Bias (ep 34) Planning Fallacy (ep 346) Other Important Links:  Brainy Bites - Melina's LinkedIn Newsletter

How much time should you spend listening to the Voice of the Customer (VOC)? How does a customer-centric mindset help you accelerate your career as an engineer?   Listen now for these answers and more!   ============================   When you're ready, here are three ways I can help you build your engineering career:   1. Grab my eBook … 49 tips you can apply immediately to stand out and move up, without any fancy degrees or certifications.   2. Join us at Happy Hour … my LIVE monthly workshop where we dig deep into career growth strategies and provide 1:1 open coaching for you at the end of the session.   3. Apply for the Lifestyle Engineering Blueprint™️ … get a free Career Growth Audit™️ and work with me and my team privately in our intensive coaching program, exclusively for engineering leaders. ============================   In this episode, meet the woman who (literally) wrote the book on Customer Understanding, Annette Franz.    We talk about the importance of understanding your customer as an engineer, not only to design great products, but to build a great career.   She started her career at J.D. Power and Associates in 1992, and has spent the last 30 years as a customer experience leader for dozens of brand names you would recognize, and in her own consulting firm.  Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider.   Annette says people come before products. You are going to want to know why, and what to do about it.   She is author of two powerful books, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.   So press play and let's chat… it's time to bridge the gap between product and VOC for YOU.   ============================   HAPPY ENGINEER COMMUNITY LINKS:   > Full Show Notes, Resources, & More   > Join our Facebook Group! Get access to bonus content and live coaching as growth-minded leaders build careers together.   ============================   WANT MORE AMAZING GUESTS?   “I love Zach and these amazing guests on The Happy Engineer Podcast.” If that sounds like you, please consider following, rating and reviewing the show!    I know it's a huge favor to ask, but when you follow, leave a 5-star rating, and add an honest review of how these episodes are helping you… it's a massive benefit for getting the attention of big name powerhouse guests on this show.    On Apple Podcasts, click our show, scroll to the bottom, tap to rate with 5-stars, and select “Write a Review.”   Thank you so much.    ============================   Connect with your host, Zach White:   LinkedIn (primary) Instagram Facebook YouTube  

What does it really mean to listen to your customers and harness the power of their voice? In this week's episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations. But that's not all! Leslie and John dive into machine learning and its impact on customer service. They explore the "eddy effect" – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source. Don't miss this conversation that will change how you approach customer service! Here are just a few takeaways: Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys. Listening at scale and leveraging unsolicited feedback for business improvement and growth. Utilizing machine learning and AI, such as the "eddy effect" model, to identify and address customer pain points in their journey. Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training. Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale.  Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast customerservicerevolution.com thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online authenticx.com www.linkedin.com/in/lpagel www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.  

Alex explores the evolving synergy between Voice of the Customer (VoC) and Public Relations (PR) in today's competitive business landscape. Are you listening? This episode is based on an essay in Alex's weekly column on Medium. Subscribe today: https://medium.com/@a-greenwood. Photo by Andrea Piacquadio: https://www.pexels.com/photo/woman-in-gray-tank-top-3812746/ +++ Free copywriting class: thevirtualmama.com/alexcopy Get Alex's book, THE PODCAST OPTION--NOW IN PAPERBACK: ⁠https://amzn.to/3gOCYLj⁠ Listen to our entire library of episodes and more on the show website: ⁠PRAfterHours.com⁠. Check out Chica and the Man ⁠here⁠. Drop a buck in the tip jar⁠ ⁠⁠here.⁠ Announcer: ⁠Mary McKenna⁠. PR After Hours Theme: ⁠https://filmmusic.io⁠ "Bossa Antigua" by Kevin MacLeod (⁠https://incompetech.com⁠) License: ⁠CC⁠. ⁠Sound effects.⁠ This PR After Hours Podcast episode was recorded and mixed at Green Shebeen Studios in beautiful Kansas City, Missouri. Copyright 2023, all rights reserved. No reproduction, excerpting, or other use without written permission. As an Amazon Associate, we earn a small commission on some of our Amazon links. --- Send in a voice message: https://podcasters.spotify.com/pod/show/alex-greenwood1/message

The Customer Chair: The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern BankInfluencing decisions in the C-Suite requires an appeal to both the logical and emotional sides of the brain.  Sure you have to have data to support big decisions, but emotions are always linked to influence. Stories are a powerful way to engage leaders to get your ideas accepted. Rich Dorfman, the CX leader at one of the largest Boston-based banks, shares his real world experience as a CX practitioner and how he used the power of storytelling to influence key decision-makers.  In my opinion, there's nothing like hearing from someone who has learned real life lessons to lead a customer centric culture.Some of the highlights of the episode include:The Customer Chair - How Rich borrowed an idea from Clint Eastwood to influence senior leadersThe “Axle-breaking Moment” - the power of knowing your audienceBuilding relationships with key stakeholdersPartnering with key stakeholders to create alliesMeet RichFor more than nine years, Rich has led Eastern Bank's customer experience efforts managing all aspects of this strategic initiative from program design to Voice of Customer (VOC) measurement and management to analysis and reporting to being the “customer-first” catalyst of the company. The result of Rich's relentless pursuit of this critical outside in perspective has focused and aligned the bank around customer-centric behaviors and attitudes. Key accomplishment include:> Created a Customer Experience (CX) governance council empowered to identify and repair CX pain points, which then communicates these customer and institutional “wins” to all impacted stakeholders> Designed customer feedback programs in every line of business with robust closed loop management processes> Integrated VOC insights into business plans to drive CX enhancements> Developed a comprehensive and actionable CX financial linkage analysis that strongly correlates customers' sentiments to their banking business and profitability> Embarked on a CX maturity benchmark assessment to uncover a defined strategic roadmap for future CX improvement initiativesPrior to Eastern, Rich's banking career included strategic marketing positions at Chemical Bank/Chase in New York, Shawmut Bank/Fleet Bank in Boston and as principle of his own strategic consulting firm focused on delivering differentiated value to high-revenue small business segments.Connect with Rich:https://www.linkedin.com/in/richdorfman/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Hey CX Nation,In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change. As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value. In this episode, Evan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #197 Highlight Reel:**1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs  2. Building products & services that people actually want to invest in 3. How your company can build a Voice of Customer (VOC) strategy 4. Breaking down customer feedback across the appropriate segments 5. Earning "executive buy-in and sponsorship" as you scale your VOC efforts  Huge thanks to Evan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.Click here to learn more about Evan KleinClick here to learn more about Satrix SolutionsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

Last week at the X4 Summit, I dived into the world of customer experience with Maggie Butler, Director of Customer Experience at Allianz. With keynotes from inspirational figures like Martha Stewart, Sean White, Tony Hawks, and The Killers, this event is packed with excitement. But my conversation with Maggie takes center stage in this episode. We explore how Allianz, a travel insurance company assisting 25 million customers annually, leverages its partnership with Qualtrics to better understand and serve its customers. Learn how Allianz unifies data from its Voice of the Customer (VoC) program, customer service call monitoring, satisfaction surveys, and social media platforms to identify actionable insights and align its products with customers' actual needs.   About Allianz Partners   Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive, and assistance. Customer-driven, their innovative experts are redefining insurance services by delivering future-ready, high-tech, high-touch products and solutions that go beyond traditional insurance.  Their products are embedded seamlessly into their partners' businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel, and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to their customers around the world. Podcast Sponsored VPN Offer https://www.piavpn.com/techtalksdaily

"Outbound", c'est tout ce qui nous permet d'initier une relation avec notre potentiel client. On va faire le premier pas vers lui.  Les bonnes façons de faire de l'outbound: - Le cold email, permet d'attirer l'attention et de convertir drastiquement - Les appels de démarchage - Les évènements - Publicités online, offline, radio, télé - Les relations presses Bonus = Résumé de l'épisode  ❤️ ME SUIVRE Recevoir ma Newsletter, booker une conférence ou un consulting : ici ⚡️AUTRES ÉPISODES  

Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode:  PDMA invited me to their conference, which was in Orlando, Florida, to interview some of their speakers. This speaker spoke on The Key to Successful Voice of the Customer (VOC) in Agile Teams. This episode is sponsored by PDMA, the Product Development and Management Association. PDMA is a global community of professional members whose skills, expertise and experience power the most recognized and respected innovative companies in the world. PDMA is also the longest-running professional association for product managers, leaders, and innovators, having started in 1976. I have enjoyed being a member of PDMA for more than a decade, finding their resources and network very valuable. Learn more about them at PDMA.org. Agile teams need to know what they are developing, and VOC is a tool for understanding what customers need. However, traditional VOC doesn't meld well with development accomplished in a series of sprints. We'll discuss how to get more benefits from VOC in Agile teams. We are with Kristyn Corrigan. Kristyn is a principal and co-owner of Applied Marketing Science, a Boston-based market research consultancy that helps companies develop better products and services through harnessing the power of customer insights. She specializes in helping companies understand stated and latent customer needs through in-depth interviewing and ethnographic observation. She also trains companies to create and implement their own in-house Voice of the Customer programs.

How product managers can go beyond the obvious in VOC PDMA invited me to their conference, which was in Orlando, Florida, to interview some of their speakers. This speaker spoke on The Key to Successful Voice of the Customer (VOC) in Agile Teams. This episode is sponsored by PDMA, the Product Development and Management Association. […]

Dagens tema er Voice of the customer, eller "kundens stemme" om du vil. Joanna og Merete tar for seg hvilke ulike måter man har å skaffe kundeinnsikt på, hva som gjør en god kundeundersøkelse, hvilke fallgruver man bør unngå, og ikke minst hvordan man kan og bør bruke kundeinnsikt i kundeopplevelsesarbeidet. I tillegg fortsetter innslaget "Ukens CX stilling" og ukens stilling finner du her (lenke til Linkedin): https://www.linkedin.com/jobs/view/direkt%C3%B8r-kundeopplevelse-kvalitet-og-milj%C3%B8-at-postnord-norway-3339506918/?originalSubdomain=no

In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement.  Have a clear purpose and align your team to that mission is the first step.  She provides illustrations of how to do that and steps that winning organizations take to ensure congruence between corporate strategy and how it's lived in the organization's culture.Ultimately, engaged employees drive customer loyalty, retention, profitability, forgiveness, and referrals.  She also shares an interesting story about how linemen in a utility company were out of alignment with that mission and how that impacted the impact on their clients.Join us for some fresh perspectives from the Vice President of Voice of the Customer at the rock, Prudential Financial.Stacey Nevel, CCXPOVERVIEW Stacey is a seasoned Customer Experience (CX) professional with over 25 years of experience designing and managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services and insurance companies as well as vendor-side CX technology and consulting providers. Throughout her career she has sought to better understand and share the linkages between VOC, VOE and operational metrics to positively impact the customer experience, customer loyalty and product usability. Stacey holds a B.S.B.A. in Marketing from Georgetown University as well as CCXP, CEM and NPS® industry certifications.CURRENT ROLECurrently, Stacey is serving as the Vice President, Voice of the Customer, where she oversees the strategy, methodology and competitive benchmarking of the US VOC program while also service as a senior relationship lead for 3 key business units. Since joining Prudential she has worked to develop a comprehensive Voice of the Customer (VoC) research strategy that supports a continuous cycle of listening, analyzing, action planning and monitoring, partner with Customer Experience (CX) leaders and teams on the design, measurement framework, analysis, synthetization and socialization of customer and evangelize the importance of democratizing customer feedback data to enable timely close loop processes and targeted employee training that drives customer-centricity. In addition to her role at Prudential, Stacey also serves on the board of the Customer Experience Professionals Association (CXPA) and as chair of the CCXP Advisory Committee.BEFORE PRUDENTIAL Prior to joining Prudential Stacey was the Director, CX Consulting for Confirmit Inc., where she grew the Confirmit CX practice through thought leadership and strategic consulting to scope, design and sell customer experience feedback programs to prospective and current North American clients. In 2017 alone, she participated in over 15 speaking opportunities spanning broad CX and industry specific events. She also authored Confirmit's internal methodology document and co-authored their CX maturity model, client onboarding process, and empathy and customer-journey mapping processes. Prior to Confirmit, Stacey has accumulated a wealth of CX and VOC knowledge from her experiences with major platform providers and agencies, including Allegiance, Satmetrix, Vovici, and CustomerSat. FIRST CAREER ROLE Citibank, N.A., Manager, Client Satisfaction and Support. Stacey managed the monthly survey and mystery shopping programs for the New York retail bank market for five years. She was the recipient of the Service Excellence Award in 1995 and the Corporate Quality Award in 1998.Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at mark@empoweredcx.com

We are delighted to welcome Attila Szabo, who is Managing Director at Ford of Poland, leading the national sales company. We're also joined by Annamária Földes, who leads our Ipsos Customer Experience and Channel Performance business in Hungary. Attila speaks to us about Ford's electric future and what that means for the future Ford Customer Experience, including the opportunities afforded by the electric CX journey to further strengthen the customer relationship. He describes some of the learnings from the pandemic and those new digital, and subsequently phygital, touchpoints which were introduced by necessity, but which have been retained and enhanced the experience, and so driving better customer outcomes. Attila is a big fan of mystery shopping, describing it as the “moment of truth … irreplaceable”, along with Voice of the Customer (VoC) research. Of course, as a CX savvy organisation, the importance of CX is recognised throughout Ford, with the ‘Chairman's Award', the top award for dealerships, having CX as the primary measure. The future is bright, the future is partially here … Customer Experience is ever more important – we agree, Attila, and look forward to welcoming you back to share the next instalment of Ford's story. Find out more about our latest Ipsos CX and Channel Performance thinking.

«Хотелка — это то, как клиент видит решение конкретно своей проблемы. Мы же все понимаем: клиенту пофигу, что есть еще сто тысяч миллионов или миллиардов пользователей, которые так же пользуются этими продуктами, услугами и у которых может быть другой взгляд на вещи. Нет, ему это до барабана». «Грубо говоря, в качестве приоритетных нужно выбирать те категории фидбэка, которые ты читаешь и понимаешь: о мой бог, это реально просто убивает в людях интерес, любовь, верность, лояльность. А лояльными мы чаще всего считаем клиентов, которые нам платят. Если же речь о фидбэке клиентов, которые сидят через free-аккаунты, здесь подход совершенно другой: надо провести исследование и понять, есть ли среди них сегменты, которые при определенных условиях могут стать платящими клиентами». Гость: Евгений Прокофьев, Founder & CEO, UX Feedback Ведущий подкаста: Юра Агеев Подписывайтесь на канал анонсов подкаста: https://t.me/mspodcast. О чем говорим: 2:10 О приписываемой Генри Форду фразе «Если бы я спросил клиентов, они бы сказали, что им нужна более быстрая лошадь» 4:26 Что происходит с продактами и бизнесами, которые отрываются от обратной связи 5:30 Что такое Voice of the customer и как этот подход появился. Проблемы маркетинга и ожидания 9:50 Custdev и Voice of the customer. Компоненты VoC и трансформация людей 12:24 Пассивный процесс сбора обратной связи 15:44 Активный процесс сбора обратной связи 17:35 Не искажает ли активный процесс сбора фидбэка информацию от пользователей 20:17 Как можно собирать обратную связь с разных каналов при подходе VoC 24:10 Как обрабатывать и анализировать обратную связь. Категоризация фидбэка 27:02 Как обрабатывать большие объемы текста: вручную и с помощью ПО 29:38 Анализ и фильтрация категоризированных данных 33:25 Кого считать лояльными клиентами и к чьему фидбэку прислушиваться 36:20 Как принимать решения на основе фидбэка и менять продукт 39:49 Как понять, в чем на самом деле нуждаются пользователи 41:34 Как докопаться до сути фидбэка 43:56 Почему бизнесу неочевидно, что надо непрерывно собирать фидбэк, и почему VoC чаще всего внедряется сверху 49:31 Как пользователь может заметить использование VoC в продуктах Статьи по VoC от Евгения: Что такое Voice of the Customer и как Голос Потребителя улучшит продукт? https://bit.ly/3Bye8bz What is Voice of the Customer (VoC)? https://bit.ly/3UlOrDP All you need is VoC. Как работать с «хотелками» и нуждами клиентов https://bit.ly/3SmIJzK

In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.   - Make sure you have an intentional steps of service plan for your team   - Take action on your Voice of the Customer (VOC) information   - The details of your business and website tell a story about your brand and customer focus   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

Here's VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run. He also dives deep into explaining how executive team buy-in determines whether or not VOC actually matters at a company.Resources:Follow Peter on LinkedIn and TwitterRead about his recent transition into CSaaSCheck out ESG's article on the do's and don'ts of customer surveys------------Adopt Customer-Led Growth todaySchedule a demo & try Nuffsaid for free

  Market research helps marketers gain insights into consumer behavior, attitudes, opinions, and preferences. But how important is it in B2B lead generation and marketing communication? Can market research help you develop more effective strategies and campaigns? Explore this topic with expert market researcher, Lauren Schmidt from the full-service marketing research and consulting company NSRC.   About Lauren Schmidt: Lauren Schmidt is the Senior Director of Client Services & Strategy at NSRC. She has 20+ years of quantitative research experience with clients in a wide range of industries. While Lauren has an extensive skill set, she's most passionate about B2B and Voice of Customer (VoC) research as well as driving ROI. Lauren's philosophy is that market research is a necessity—not a luxury.

Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis Angel-Lalanne, vice president, Customer Voice for the Global Services Group at American Express, told CMSWire in the latest episode of CMSWire's CX Decoded podcast that his teams are undergoing a transformation in how they measure customer sentiment. The gist: They've gone from transactional surveys to driven by modeled sentiment using Natural Language Processing and machine learning. Angel-Lalanne said this now serves as the scorecard metric for the financial giant's front-line care professionals. Angel-Lalanne discussed this and other insights on how his teams at American Express view customer experience and Voice of the Customer (VoC). He joined CMSWire Editor-in-Chief Rich Hein and Managing Editor Dom Nicastro in this episode of CX Decoded.

Hey CX Nation,In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah. Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer's experience, without manual coding or hand reading thousands of customer comments.The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team combine data from any source to make laser-focused business decisions for your organization.Listen to Ryan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Kapiche  as they've built & grown their business to improve the future of the customer experience & success space. **Episode #157 Highlight Reel:**1. The emergence of Voice of Customer (VOC) reporting & roles in the CX/CS landscape 2.  Understanding Difference Between Sales led cultures vs. Product led cultures 3.  Marrying quantitative & qualitative feedback data to provide crystal clear views4.  Capturing, assessing & leveraging  feedback data & insights to grow your business5.  Why you must re-think how you collect customer surveys in 2022 Huge thanks to Ryan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Ryan StuartClick here to learn more about Kapiche If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)

Shipra is a designer dedicated to transforming the way we work together as a global community. She spoke with Imani about voice of the customer (VoC). She talked about her experience establishing, maintaining, and socializing a VoC program at UpWork.

In episode #133 of The CXChronicles Podcast we welcomed Mahesh Ram,  CEO at Solvvy based in San Mateo, CA. Solvvy delivers brilliant customer experiences through its next-gen chatbot and automation platform. Their clients enjoy self-service rates as high as 70% along with higher customer satisfaction, better customer insights, and improved operational efficiencies. Powered by advanced AI and Natural Language Processing (NLP), Solvvy resolves issues with speed and scale for over 500 Million users of the world's top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Stash, and Ring.Mahesh talks about the important lessons that he's learned about optimizing The Four CX Pillars: Team, Tools, Process & Feedback throughout his personal journey and there's tons of valuable insights loaded into this episode about building  Solvvy. Episode #133 Highlight Reel:How do we make technology more useful for human beingsBuilding personalized support & service within your customer baseLeveraging the categorization of issues & taking immediate actionMaking customer adoption of your product or service a constant key focus area Building Updated Voice of Customer (VOC) & Voice of Product (VOP) reportingHuge thanks to Mahesh for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & success space into the future.  Click here to learn more about Mahesh RamClick here to learn more about SolvvyIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

Engati is the world's leading multilingual Digital CX platform. It is a one-stop platform for powerful customer engagements. With our intelligent bots, we help you create the smoothest of customer experiences, with minimal coding. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. Website: https://www.engati.com/ Blogs: https://engati.com/blog Check out our CX Library- CX Community page : https://www.engati.com/cx-community CX Content page : https://www.engati.com/cx-content YouTube Interview series: https://www.youtube.com/playlist?list=PL05g56Qg9-goNEUmZlGGPHWfVjQRPpwr4 SoundCloud Interview series: https://soundcloud.com/user-670584022/tracks Spotify Interview series: https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg https://www.engati.com/cx-community/reactive-to-proactive-customer-success Kristi Faltorusso, VP of Customer Success at ClientSuccess, Founder of CS Real Simple, and Award-Winning Customer Success Executive tells us if the development of Voice of the Customer (VoC) programs and CX measurement frameworks is beneficial. She also tells us why it is hard to switch from a reactive Customer Success model to a proactive one. Check out the 200 CX Thought Leaders to follow for 2021 - http://s.engati.com/2z9  Follow us on- Facebook: https://www.facebook.com/getengati LinkedIn: https://www.linkedin.com/company/engati/ Twitter: https://twitter.com/getengati Instagram: https://www.instagram.com/getengati/ Talk to us: contact@engati.com #EngatiCX #CX #AI

Kaitlyn Melo, the Product Ops Lead @ Faire, joins me on POP this week to talk about how she leveraged her background in customer experience to bring customer centricity directly to product teams! Listen in to find out how Kaitlyn developed a Voice of Customer (VOC) programme for Faire against the backdrop of rapid scaling and the need for instant knowledge transfer. A good episode with lots of practical advice for anyone in product or product ops currently facing a similar challenge. And btw, she's hiring!

You may have heard it's important to use the Voice of the Customer (VOC) in all marketing and branding? But why and can it really make a difference in sales? Those questions and many others were at the forefront of Nola Boeá and Vajda's mind when they sat down with their guest, Rebecca Batisto, Founder and Chief Marketing Officer on Demand, at Abask Marketing.Thanks for Listening!You can subscribe to Lori and Nola's show, (we love you and want to make it easy) on Apple Podcasts, Spotify, Google Podcasts, Stitcher, or wherever you listen to podcasts.We love hearing from you! Leave or speak your message hereIf you haven't already, please connect with us on Facebook! Would you like to be a featured guest or have your question, comment or review mentioned? Ask Muse!Sticky Brand LabMarketing and branding strategies are in the works. Come have a listen!In This Episode You'll LearnTips for finding the voice of your ideal customer (VOC)How the voc helps businesses hone their products or services into something customers truly want to buyWhy you need to build a loyal customer base to stay relevant in the market and how using the voice of your customers helps you do it The benefits of building and implementing an effective Voice of Customer.In a study conducted by Bain and Company, 80% of companies said they're customer-centric, but only 8% of their customers agreed. The customer voice is at the core of any successful customer experience. And when your customers' expectations of the product or service you're offering matches with their experience, the result is a satisfied customer, and often a loyal one at that. As Lori and Nola quickly understood many aspiring side hustlers and solopreneurs miss the mark on creating relevant content that resonates with their customers and prospects. By shifting your business focus towards a more customer-centric model, you not only demonstrate you're listening and acting on what your customers are telling you, you also gain a competitive advantage.(5:22.56) Using the right words, the words your customers use builds trust and loyalty. (7:50.10) It's no longer about ‘What's In It For Me' (WIIFM) that customers pay attention to, it's now MMFI. (8:25.28) This is the most important word in customer messaging and too many businesses don't use it. (10:42:17) The 3 most common mistakes aspiring side hustlers make when writing their own content for their websites, social media and marketing collateral.(13:29.15) Try these simple tips, techniques and hacks to DIY website content that resonates with your target customer. (16:46:57) The best places to ‘data mine' your competition to get the copywriting advantage.(18:05:43) This simple hack will help you write website copy that is sure to connect with your target audience.ResourcesThis episode was supported by: Be-YOU-niqueBain and Company research: https://media.bain.com/bainweb/PDFs/cms/hotTopics/closingdeliverygap.pdf  Podcast Transcript – https://www.stickybran

Today's interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world's most customer-centric brands. Mark joins me today to talk about leading edge customer experience, Voice of the Customer (VoC) and Voice of the Process (VoP) data, why VoC data is often partial and potentially misleading, journey analytics and customer journey orchestration as well as what lessons service and experience leaders need to be learning. This interview follows on from my recent interview – It's the deviants that make the difference – Interview with Gary David and Adam Gamwell — and is number 379 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Healthcare marketers and communicators know the importance of finding the voice of the customer and amplifying it in their efforts. In this episode, hosts Reed Smith and Chris Boyer discuss the way organizations can build a “Voice of Customer” (VoC) strategy - from beginning with Word-of-Mouth marketing, to expanding to true “VoC” efforts, the hosts break down the differences between using customer voice for benchmarking and/or for continuous improvement. They are joined by Michael Hoffman, CEO of Gather Voices, who shares how he believes that video is an important way to get customer feedback to help improve trust and amplify authenticity.  Mentions from the Show: Word of Mouth Marketing in 2021: How to Create a Strategy for Social Media Buzz & Skyrocket Referral Sales What is voice of the customer (VoC)? Michael Hoffman on LinkedIn Michael Hoffman on Twitter Gather Voices Gather Voices on Twitter Find Us Online:  Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website

The CX Goalkeeper had a smart discussion with James PerrymanJames Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.James is the founder and director of MomentusKey learnings:It is all about the “moment” to make the customer fall in love with a company and stay in love with a companyThere are 2 ways to understand CX maturity assessmentsbased on a KPIs selection in the customer journey (e.g., CSAT, NPS)assessing the maturity internally and externally based on 6 key areas1) Vision,2) Leadership (Behavior),3) Customer (VoC)4) Culture5) Design methodology6) Governance.How to contact James :https://momentus.uk.com/https://www.linkedin.com/in/jamesperryman1/James' gold nugget: “Think bigger when are setting goals”Thank you James.

Every company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms. It's on their brands to listen — and act. If it were only that easy. Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and, most importantly, make it actionable for better customer experiences? How do I create strong feedback loops? What impact did COVID-19 have on VoC in 2020 and what will be the priority for CX professionals in this arena in 2021? Co-hosts Rich Hein and Dom Nicastro of CMSWire and special guest Stephanie Thum, CCXP, founding principal of Practical CX, on this CX Decoded podcast discuss the latest strategies to boost VoC programs and thrive in a rapidly changing world economy.

Media Connectivity Strategy : Rahasia dalam membuat suara pelanggan menjadi daya tarik utama. - Part 4 Pada episode kali ini kami akan membahas tentang strategy marketing dari suara - suara pelanggan yaitu voice of customers dengan efektif agar bisnis yang kita berjalan dengan lancar.

For health systems, it's clear that measuring customer experience remains important to maintaining patient loyalty. In this episode, hosts Chris Boyer and Reed Smith discuss the common ways hospital systems attempt to measure Voice of Customer (VoC), including Net Promoter Score (NPS), Customer Satisfaction metrics (including Press Gainey and NRC data), and Consumer Effort Scores (CES). They are joined by Dan Reilly, Senior Vice President at SMS Research Advisors, who share how he works with health systems in understanding the effective ways to use NPS to understand their market.  Mentions from the Show: Wikipedia article: Net Promoter NPS Best Practices: What is Net Promoter Score℠ and how does it help me? How improving patient experience through net promoter scores can improve outcomes, boost revenue NPS, CSAT and CES - Customer Satisfaction Metrics to Track in 2020 Using the Voice of the Customer to capture much more than an NPS score SMS Research Advisors Dan Reilly on LinkedIn Find Us Online:  Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

Nikki Elbaz is a persuasive copywriter and email specialist at CopyHackers who’s written revenue generating content for brands including Shopify Plus, Doodle and Resident Home. She’s an expert in using research to understand why customers buy (and writing emails that make them do just that) and has shared her research knowledge for Product Led Institute, Bossitude Academy and CXL. Here are just a few of the topics we’ll discuss on this episode of Customer Conversations. How to be a persuasive copywriter What it means to be data driven in copy How to get Voice of the Customer (VoC) data Getting emotional data from customers How to know if you VoC data is representative of your customer base Different strategies to leverage to get customers to speak with you Resources Paper form Google sheets Connecting with Nikki NikkiElbaz.com

We're joined by Stephane Sanchez who leads our Ipsos APAC Customer Experience and Channel Performance business, from Singapore. We ask him about some of the challenges his clients are facing and, of course, how they're addressing them, as well as getting his take on the role of Mystery Shopping and Voice of the Customer (VoC) programmes in the wider CX measurement ecosystem. Find out more about Customer Experience, Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos. To read about our latest thinking, head here.

Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as a CX leader across multiple sectors to provide insights about how customer experience is changing in response to the current global health pandemic. Jennifer and show host, Julia, discuss what “good” customer experience looks like these days, some examples of organizations that have been able to quickly pivot, and how the pandemic may change the way organizations measure and manage CX. If you’re looking for insight about Covid 19 and customer experience, and what you can do to help your organization prepare for CX management in the “new normal”, then this episode is for you. Expert insights Jennifer Wright is a customer experience transformation expert who designs and grows CX capabilities that generate actionable insights for business leaders. Through her experience building multiple CX capabilities across both the public and private sectors, she has developed a deep understanding of the common challenges faced when creating a superior customer experience. Jennifer delivers innovative solutions to these challenges by leveraging cross-industry knowledge and service design methods. Jennifer is a Certified Customer Experience Professional and holds a doctorate in industrial-organizational psychology from the University of Oklahoma. Her work in the field of customer experience spans multiple industries. Jennifer has worked in the financial services sector, helping writers, data scientists and psychologists to leverage behavioral economics or 'nudge' techniques to help homeowners through the post-mortgage crisis period in keeping their homes. She served as the Branch chief of business analytics at the National Geospatial-Intelligence Agency, building and leading the Voice of the Customer (VoC) team within this US Federal government agency. And most recently she’s worked at Magellan Health where she’s led the customer analytics function for this managed healthcare company. Jennifer Wright, Phd, CCXP If you'd like to learn more about Jennifer's work, be sure to follow her on LinkedIn, where she often shares insights about customer experience and more. Covid 19 and customer experience Covid-19 has changed everything. In a mater of a few short weeks, this health pandemic has brought entire sectors of the economy to a standstill, closed schools, forced a good chunk of the world’s population into some form of lockdown, and brought the term “social distancing” to the forefront of everyone’s mind. It has left a lot of CX professionals wondering what's next. Jennifer anticipates that the next 1-2 years will be very fluid. We've seen a dramatic swing to remote and digital experiences, but the impact will be different for various industries. Within healthcare, the overnight transition to telehealth has been one of the biggest changes, but it's just one of many experiences that has moved from the in-person to the digital realm. Jennifer points out that once people get used to the convenience and safety factor, these changes may remain permanent. Experiences that can't be completely moved to the virtual space, such as dining out or going to the grocery store, have been significantly impacted, and Jennifer suspects there will be some lingering changes in consumer preferences, even after the Plexiglas barriers are removed. She anticipates that consumers will be hesitant about things like touching surfaces for some time. This will fundamentally alter the sensory aspect of physical customer experiences and attitudes towards these interactions. Time will tell if these attitudes and preferences become permanent. Honestly, it's going to be a tough call for probably the next year to two years. We're going to see a lot of different impacts and probably differences by sectors. ...

This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader Stephanie Thum shares when and where this Voice of Customer (VOC) strategy can be most useful, best practices for conducting customer interviews and 5 practical tips for designing an interview research initiative. If you’re looking for some tangible advice about how to leverage interviews to better understand your customers, then this episode is for you. Insights from a special guest Stephanie has amassed deep expertise through her diverse professional background in the field of customer experience. While she’s often best known for her experience as one of the US federal government's first agency CX leads, she has also been a practitioner and consultant in the B2B world, working with small and mid-sized companies and was one of the founding members of the CXPA. She's a CCXP and has remained active with the association, even spending some time as part of the association's HQ team. She's written an ebook, Where Customer Experience Practices Haven't Landed in Business. If you'd like to get in touch, connect with her via LinkedIn or Twitter.   Stephanie Thum, CCXP If you'd like to hear more of Stephanie's insights on the show, be sure to check out her previous episodes. In episode 45 Stephanie re-framed how organizations should think of customers and shared practical ideas on how to do this. In episode 50, Stephanie dove into her area of expertise and covered trends with how CX is taking hold in government organizations. And in episode 55, she provided a step-by-step guide to CEOs on how to lead customer-centric change. In episode 63 she explored some of the most pervasive missteps organizations make with their CX metrics and how to avoid these. Many ways to gain customer insight There isn't a one-size-fits-all answer for Voice of Customer. Industries and journeys are different, so each organization needs to craft its own best strategy for understanding customers and their needs. When planning your voice of customer approach, there are many different methodologies to choose from. Episode 79 covered 3 lesser known methodologies, but surveys, focus groups and interviews still rein supreme as the dominant research approaches. And with good reason. If done correctly, they can yield amazing insights. Customer surveys are especially popular for collecting customer experience feedback in the B2C world. But in B2B, where human-to-human, long-term relationships and RFPs make or break the journey, collecting feedback sometimes needs to take on a more human touch to have a meaningful impact. In this case, Stephanie advocates for a client interview program as a great way to gain customer insight. Understanding the methodology Client interviews are just that, face-to-face or telephone conversations with a selected group sample of clients or customers. Interviews are more flexible than surveys. Often an interviewer will come prepared with a set of planned, yet adaptable, questions about the customer or client's business and their experience with the brand. The objective of the conversation is to glean insight about client needs, how the client views the business relationship and how the supplier organization's products or services help address these business challenges. The selection of clients should be guided by the objectives of the research. If the research is designed to gain customer insight across the entire portfolio of customers, the sample should be reasonably representative of this. If the objective is to dive into the needs of a specific customer segment or product opportunity, the sample should be tailored accordingly.  5 expert tips for setting up an interview program Stephanie provided 5 recommendations for any CX team that is looking to integrate client interviews into their Voice of Customer research program: An impartial,

This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt, explains the benefits of expanding VOC efforts beyond the survey and focus group, several ways you can do this, and how to deal with potential push back around sample size. If you’re interested in learning about 3 simple VOC approaches that will help you gain new insight into the lives and experiences of your customers, then this episode is for you. Unique customer experience research Surveys and focus groups have long reigned supreme as the most popular Voice of Customer (VOC) approaches. And with good reason. If done correctly, they can yield valuable insights about customer experience. But, they have some limitations. They can be expensive and time consuming to facilitate. Both rely on customers reporting on what the think they do (which may differ from what they actually do). Surveys allow researchers to engage a large number of customers, but are always subject to bias and may yield limited insights. Focus groups provide a deeper look, but a group setting can impact what participants say. No VOC methodology is perfect, and each one yields unique customer experience insights. That's why it's important to have a multifaceted approach that utilizes several different tactics. Some of the lesser-known methodologies are easy, low-cost, and great complements to the traditional VOC favorites.  Fly on the wall observations - Understand your objectives, grab a clipboard, find a discrete spot and just absorb. This is particularly helpful for filling in blindspots along the customer journey that don’t leave a data trail (e.g. retail before the point of purchase, a customer waiting area). It's a great starting point for VOC research, as it normally generates additional questions that can be included in supplementary research. Job shadowing or "day in the life of" - A researcher spends time with a research subject while they do a particular task or just go about their day. The researcher should have clear direction on the objectives, but also the latitude to ask questions and engage with the research subject. This approach often yields surprising insights about things the research team never expected. It can be particularly useful in a B2B setting, where customers sometimes view their suppliers as partners and might be open to job shadowing as a way of helping suppliers gain insights that can improve products and services. Journaling - this last approach is all about unleashing the customer with a mandate to record their actions, thoughts, feelings, emotions or observations on a specific topic. It's a great window into customers' lives and what they actually do. The age of smartphones opens up many options to make journaling easier for researchers and participants. Instead of logging actions in a physical journal, participants can take photos, screen grabs or video testimonials about a certain activity related to the area of research interest. Commitment to participation is key, so this might be a place where it's appropriate to use incentives or engage with a professional panel of research subjects. Dealing with push back on sample size When exploring these unique customer experience research approaches, it's not uncommon to get questions about sample size. Anyone who's taken a stats course knows that is important when you are looking at things like probability and predictive modeling. On the spectrum of Voice of Customer methodologies, there is narrow-but-deep at the one end and wide- but-shallow at the other. A massive survey, for example, would be wide-but-shallow. There is the opportunity to reach a larger sample size, but limitations in the depth of perspective about a customer's life. On the other hand, something like a Day in the Life Of study is narrow but deep. It’s obviously not feasible to shadow thousands of customers,

This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC) insight. It can be frustrating for brands to have their journey pain points laid bare for the entire internet to see, but social media platforms also provide a unique window into the priorities, motivations and attitudes of customers. Show host and customer experience expert, Julia Ahlfeldt, shares the top 3 ways that CX teams can tap into social media to learn about customers' wants and needs. If you’re looking for tips and ideas on how to turn a thorn in the side of the business into a fountain of rich VOC insight, then this episode is for you. Social media is here to stay Love it or hate it, social media is part of the fabric of our modern world, and it is here to stay. The platforms have evolved over time, their popularity ebbing and flowing, but the overall trend of global social media usage has steadily moved in one direction, and that’s up

Join us for episode 27 of our popular Ask Us Anything webinar series to listen to questions answered by this dynamic duo from KaiNexus' team of continuous improvement experts: Mark Graban & Greg Jacobson. Topics and Questions Today Are: Why is Greg bouncing up and down? How do you convince management that implementing Lean is a long-term methodology? Whist CI has been around for a long time, with many different tools of CI, what are the most recent new tools or systems of CI that are gathering momentum in the manufacturing industry primarily? "How do you currently measure success with customers? For example: Voice of the Customer (VOC) metric? Not ""Voice of the Business"", i.e. account sales, etc.

Sandra Thompson, the Founder of the management consultancy Exceed All Expectations, shares her top tips for using emotional intelligence to create memorable customer experiences. In our discussion, we also talk about mapping the customer journey, optimising your Voice of the Customer (VoC) programme and the link between the customer and call center advisor experience. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com Follow the link to find out more about Sandra's Applied Customer Experience course. Also, we value your feedback to help us improve our podcasts. So, if you are happy to take a few minutes to share your thoughts with us, please click here!

In this episode of the Expert Perspectives podcast, hosted on PropertyCasualty360 and sponsored by Vertafore, we’ll look at highlights from the recent webcast titled “More Than a Buzzword: How to Improve Customer Experience & Loyalty.” This panel discussion was led by Property Casualty 360’s (Executive Editor) Elana Ashanti Jefferson, and featured Doug Mohr of Vertafore, Claudia McClain of McClain Insurance Services, Craig Most from Most Insurance, Karolina Congdon from SPLICE Software, Erron Al-Amin of CSAA Insurance Group and Kevin Rall from Novarica.  The full on-demand presentation can be found at https://www.propertycasualty360.com/2019/05/28/how-carriers-can-differentiate-for-the-agent-distribution-channel/.   About Doug Mohr: Doug is the Vice President of Industry Relations & Partnerships at Vertafore. He joined Vertafore 9 years ago and leads our team that looks towards industry trends and manages strategic partnerships, including the Orange Partner Program members and industry organizations such as IIABA, InVEST, ID Federation, and ACORD.  He brings 35+ years of software and technology experience having worked at companies that provide solutions to a variety of industries including Insurance, Healthcare, Apparel, Professional Services, High Tech, and Manufacturing. About Claudia McClain: Claudia is founder and president of McClain Insurance Services in Everett, Washington. She loves working with a team of experienced insurance professionals who care so deeply about protecting clients’ belongings and savings. McClain Insurance Services has grown dramatically since its beginning in 1977, thanks in so small part to its award-winning customer service and innovation strategies. A mother and grandmother, Claudia also serves on the board of the Everett Public Schools Foundation.   . About Craig Most: Craig Most is principal of Florida’s Most Insurance and president of the American Insurance Marketing and Sales Society (AIMS). He has been in the industry for 16 years. Most Insurance specializes in preferred personal and commercial insurance lines. About Karolina Congdon: Karolina is the Manager of Partnerships & Alliances at SPLICE Software, and holds a Bachelor’s Degree in Business Administration, with a Minor in International Business from Mount Royal University in Calgary, Canada. Karolina specializes in international growth and relations, as well as business plan development—and leverages these skills in her position at SPLICE. She spearheads the growth and development of SPLICE’s partner program within the insurance industry. This has led her to be recognized as one of IASA’s Young Professionals Under 30 in 2018 and a recipient of a Bronze Stevie Award for Women in Business in 2017. About Erron Al-Amin: Erron joined the CSAA Insurance Group in 2013 to lead a team of Customer Experience professionals to incorporate the Voice of the Customer (VOC) into every aspect of company operations. VOC provides a 360 degree view of the customer, including traditional market research, segmentation/targeting, customer analytics, customer feedback/closed loop programs and journey mapping. She established a customer vision and strategy and led a cross-functional program that helped the company gain ground in all five J.D. Power insurance studies and win the Harris Poll Insurance Brand of the Year twice. Erron has more than 20 years of experience in strategic marketing and customer experience, primarily within Financial Service and Subscription consumer services. She holds a B.A. in psychology with honors from Stanford University and earned an MBA and MA in International Studies from U.C. Berkeley. About Kevin Rall:  Kevin Rall is a Vice President of Research and Consulting at Novarica. With more than 25 years of insurance technology experience, he is an expert in IT strategy and assessments, digital transformations, cloud strategy, core systems modernization, cybersecurity governance, agency portals and connectivity, customer experience, CRM, and marketing automation. Kevin’s insurance industry experience includes executive roles in IT, underwriting, sales, and marketing. Prior to joining Novarica, he held senior leadership roles at Deloitte Digital; Accenture; and Ohio Mutual Insurance Group, where he served as the Vice President of Underwriting and Sales. Kevin is a graduate of NC State College. He can be reached at krall@novarica.com. Linkedin: https://www.linkedin.com/in/kevindrall/

These seven mindsets are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program's success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement.     There are two types data marketers can user for measurement: Voice of Customer (VOC) data, which involves an interaction with customers. Observational data, which involves analyzing numbers and operational reports, among other things.   Peppers says that VOC data is excellent for many things. It can provide you feedback on moments in your experience that are or are not working. It also gives you the opportunity to respond to problems immediately and repair damage to a relationship before it has repercussions on customer behavior. However, it has some drawbacks for Customer Experience measurement. Let me give you an example. I fly on Delta a lot. Every time I fly back and forth to England, they send me a survey. They want to know more about my experience on the flight. However, I never fill out the survey unless I had either a very good or very poor flight.  This survey is an example of why VOC data measurement is flawed. Since I don't fill out the survey every time, they have a skewed view of how I feel about their airline. Sometimes I am delighted; other times I am disgusted. Now, if Delta were to look at my flight purchases over the past six months, that would be observational data. If they were to see that I purchased fewer flights compared to the previous year, they would see that my customer behavior had changed. Then, they would know how their Customer Experience is performing and they could react. To be fair, both types of measures are useful and have their place in Customer Experience Measurement. However, in many ways, marketers tend to favor VOC measurement over observational measurement. The reasons for this preference are understandable; VOC is easier and more popular, and who knows better than the customer how they felt about the experience, right? However, it is in the observational data that you get a much clearer understanding of how your Customer Experience performs. Observational data shows customer behavior, and that is a far more accurate indicator of how customers feel about your experience. Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.   If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.   To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program's success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement.     There are two types data marketers can user for measurement: Voice of Customer (VOC) data, which involves an interaction with customers. Observational data, which involves analyzing numbers and operational reports, among other things.   Peppers says that VOC data is excellent for many things. It can provide you feedback on moments in your experience that are or are not working. It also gives you the opportunity to respond to problems immediately and repair damage to a relationship before it has repercussions on customer behavior. However, it has some drawbacks for Customer Experience measurement. Let me give you an example. I fly on Delta a lot. Every time I fly back and forth to England, they send me a survey. They want to know more about my experience on the flight. However, I never fill out the survey unless I had either a very good or very poor flight.  This survey is an example of why VOC data measurement is flawed. Since I don't fill out the survey every time, they have a skewed view of how I feel about their airline. Sometimes I am delighted; other times I am disgusted. Now, if Delta were to look at my flight purchases over the past six months, that would be observational data. If they were to see that I purchased fewer flights compared to the previous year, they would see that my customer behavior had changed. Then, they would know how their Customer Experience is performing and they could react. To be fair, both types of measures are useful and have their place in Customer Experience Measurement. However, in many ways, marketers tend to favor VOC measurement over observational measurement. The reasons for this preference are understandable; VOC is easier and more popular, and who knows better than the customer how they felt about the experience, right? However, it is in the observational data that you get a much clearer understanding of how your Customer Experience performs. Observational data shows customer behavior, and that is a far more accurate indicator of how customers feel about your experience. Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.   If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.   To subscribe to The Intuitive Customer and never miss a podcast, please click here.

This CX Mini Masterclass demonstrates what CX change looks like in action. Special guest and CX thought leader Nate Brown makes the case for why CX professionals must become proficient in change management methodologies. He then takes a practical look at one of the most popular change management models, John Kotter’s 8-step approach, outlining ideas and recommendations for CX professionals at each step of the way.     Insights from a special guest I can’t think of a better guide for this immersive tour of change management. Nate is the co-founder of CX Accelerator, a virtual community for experience professionals. And while Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.  From authoring and leading a Customer Experience program, to journey mapping, to building and managing a complex contact center, Nate is always learning new things and sharing with the community. Beyond Nate’s expertise bringing together the CX community, he’s also in an in-house CX practitioner role, on the front lines of driving CX change, so he’s here to bring a great balance of theory and practice. You can follow Nate on Twitter using handle @CustomerIsFirst or LinkedIn. His CX Primer is an excellent resource for those looking to learn more about CX. Nate's CX Accelerator is is the kindest, most helpful digital community of CX professionals in the world.  Join them be encouraged, learn new things, and meet fantastic people who share a common bond of creating exceptional experiences!   Nate Brown   CX change through the lens of the Kotter model Nate shared his perspective on the practical application of change management with John Kotter's 8-step model. This is one of the most popular change management models out there, and a model highlighted by Diane Magers in episode 44 (a great overview of change management theory for anyone looking to learn more about this topic). Nate took listeners through each step of change, highlighting practical ideas and actions: Create a sense of urgency - brands that lead in CX are gobbling up market share across sectors. This can be used to help galvanize leaders and teams to move towards change. Build a guiding coalition - for CX it's important to build a guiding coalition with representation from across the organization's business functions. CX doesn't work in isolation, so the guiding coalition should be cross-functional. CX change makers should also pay close attention to where their organization's power core sits - that's the first place you should look to foster buy in and support. Form a strategic vision and initiatives - Don't let Voice of Customer (VOC) efforts become a false finish line. VOC can help inform strategy, but it's not the strategy itself. CX teams need to take customer insights and then translate these into real changes within the organization. Enlist a volunteer army - CX should be a movement, not a project. Let's be honest, it's difficult to rally a volunteer army around a project. Focus on the purpose of CX. Helping people is something that teams can support. Enable action by removing barriers - CX leaders should be looking at opportunities to reduce effort for customers and employees. When was the last time your organization looked at employee effort? Generate short terms wins - CX movements don't always focus on short term wins, but these are key for gaining momentum. Customer insights can be a great place to start if you want to identify the low hanging fruit. Sustain acceleration - Define your milestones to keep teams engaged and excited about the CX movement. CX leaders need to strike the balance between recognizing short term wins and not proclaiming victory too early. Institute change - CX change needs to be embedded in employee experience in order for it to become sustainable. If you do this,

Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: During the month of July, 2019, I have been sharing some of the most favorite and valuable discussions from the first 100 interviews. I’ve added one more for the first week of August that is not to be missed. It was originally episode 071. —- This discussion is about Voice of the Customer (VOC). When it comes to VOC experts, there are only a handful of people that match the experience of my guest today, helping hundreds of companies with VOC research and training many more practitioners. His name is Gerry Katz. He is also the author of several published papers on the topic, a contributor to professional books, guest lecturer at MIT, Harvard, and other top schools. During the interview, you’ll hear us discuss: what VOC is and is not,the 4-step approach for using VOC, andtips for conducting VOC interviews.

Matt Prowse, director of Customer Experience at IAG, Australia's largest insurer, shares his experience leveraging positivity to rally teams around the customer. Matt (aka "the happiest man in insurance") and show host, Julia Ahlfeldt discuss the power of positivity, what it takes to get leadership support and how shifting a team's mindset can gear an organization to deliver exceptional customer experience. If you’re seeking inspiration about how team positivity, customer insights and good news stories can be harnessed to create real change, then this episode is for you.       The happiest man in insurance I met Matt at a conference last year. We were both speakers, and listening to him recount his work, I was struck by both his innovative approaches, as well as his energy and dedication to the customer experience profession. It can be easy for customer experience teams to get mired in the negativity of what's not working with the customer journey. But it's just as important to focus on the positive...and that's exactly what Matt has done. Matt may be known as the happiest man in insurance, but do not be mistaken, Matt is all about substance. He is a seasoned customer experience professional, with a degree in marketing and a diverse, cross-functional professional background that he can pull from. Matt is a Customer Experience evangelist charged with bringing the voices of customers and colleagues into organisations through stories. In his current role he is helping Australia’s largest general insurer IAG to be customer-led and data-driven through the creation of customer-centred routines, rhythms and resources. He has managed Customer Connection programs at organisations like FOXTEL, Rolling Stone Magazine, Sydney Morning Herald and most recently IAG. Throughout his career, he’s been a champion for the customer, and more recently he’s become an advocate for positivity as a means to foster customer-centric change. Connect with Matt here:  www.linkedin.com/in/mattprowse   Matt Prowse – Customer Experience Director, IAG   Shrugging off negativity After working at FOXTEL, one of Australia's major media brands and being bombarded on a daily basis with negative news, Matt decided to turn a 180 and focus on the positivity, both in his personal and professional life. As Matt has written about, our brains are hard-wired to seek out negative messaging. But this negative messaging also suppresses our creativity, problem solving and ability to connect with others. To unlock the power of positivity, we have to change the way we communicate, and this extends to how we talk about customer experience. Most Voice of Customer (VOC) programs are geared around opportunities for experience improvement. It's important for teams to understand which aspects of the customer journey need to be improved, but that doesn't mean those are the only messages that teams should focus on. To balance the positive with the negative, Matt started a program called "IAG with thanks", inviting senior leaders to call customers who had reported a positive experience and then engage with them about their recent interactions with the brand. Senior leaders can then send a personalized thank you to the front line team members.   You need engaged teams to deliver exceptional experiences As Matt's "IAG with thanks" program gained momentum, it also opened up other opportunities for back office teams to connect with customers and teams directly supporting the customer. Rather than sending PowerPoint slides with survey results, Matt invites cross functional teams to see customer feedback firsthand and engage with the employees who are at the coalface of customer experience. This approach has helped rally all teams around the customer and get everyone thinking about their contribution to the customer experience, regardless of how many degrees they may be removed from the actual experience. If you want to enable teams to design and delive...

Microsoft MVP and Dynamics 365 Community Superstar Megan Walker takes over the show to tell us all about Microsoft Forms Pro. Those of us using the Voice of the Customer (VoC) functionality in Dynamics 365 or perhaps even a third-party solution to create, send, and analyze surveys now have the ability to leverage Microsoft Forms Pro to accomplish our goals. Tune in to listen to Megan's Top 10 features and business benefit Microsoft Forms Pro offers to Dynamics 365 customers. Megan Walker: LinkedIn: https://www.linkedin.com/in/meganwalker/ Twitter: https://twitter.com/MeganVWalker  

Asking for honest and open feedback from customers is a no-brainer for customer-centric organizations. But structured surveys, and even open-ended text boxes, aren't conducive to getting honest feedback from most customers. That's why Airbnb changed the game — they enable customers to share perspective on their own terms by recording and submitting videos of themselves […] The post 186: Radical Innovations In Airbnb's Voice Of The Customer (VoC) Program appeared first on The CX Cast ® by Forrester.

This CX Mini Masterclass explains how to put your Voice of Customer (VOC) insights to work through personas. Show host and customer experience expert, Julia Ahlfeldt, teaches listeners how to build a persona and shares ideas on how organizations can leverage personas to foster customer-centric change. If you’ve been looking for a way to maximize the value from your customer insight efforts and would like to help teams empathize with customers, this episode is for you.       A versatile CX tool Episode 39 covered the definition of Voice of the Customer and why customer insight and understanding are so important, plus some of the most popular methodologies for gathering VOC data. But customer insight is only as good as what you use it for. Once you’ve gone through the effort of gathering information, it’s time to put that to work. The challenge with VOC research is that organizations will often employ multiple methodologies, and while each will unearth different insights, you still need a way to bring everything together. The good news is that customer personas are an excellent tool for bringing the customer insight to life through a format that is relatable. So what is a persona? A persona is essentially a fictitious personification of a customer segment. Personas often incorporate demographic data, as well as insights on customer wants and needs, as well as perspectives that are pervasive within a segment. Think of the persona almost like a character who represents the typical customer within a segment. Teams often give these personas names so that they are even more relatable. And in some cases, these persona characters can become fixtures within the business and key features of conversations about product innovation or journey evolution. (I.e. What would our persona "Jessica" think about this new product?)   Building the persona with customer insight I suggest building the customer persona through a couple of different layers of customer insight:   Demographics and characteristics - information like age, occupation, income, family status, where the person lives, etc., will help paint a picture of the persona’s life. This helps teams conceptualize who the persona is and what his or her consumer habits might be. Teams may want to add deeper contextual insights around the persona's favorite brands or what products feature prominently in their life. Motivations and Drivers - insight about the persona’s aspirations and fears, along with their wants and needs will provide clarity around their goals and "jobs to be done". This information can be gleaned from focus groups, surveys or interviews and will help teams understand what products, services or experiences might attract or repel a particular customer group. Specific journey or experience perceptions - insight into how a persona might react to a specific product, service or experience. This might also include their opinions about how the experience relates their goals or fears. This is where teams can tailor the persona format and content for their use.   If you are struggling to bridge the gap between VOC insights and drivers,click here to download my empathy map template.   Using your persona Personas have long been used by marketing teams, but CX professionals also quickly adopted this tool to help foster customer-centric change, and there are many applications. One of the most popular is as a key input for customer journeys. If you are creating a customer journey, it’s important to identify whose journey you are mapping, so that you can integrate customer emotions and identify which touchpoints they use. Additionally, when teams share a customer journey, including a persona makes the journey much more tangible for the reader. The applications for personas extend far beyond just customer journeys.Once teams can relate to the individuals within a customer segment, it's easier to anticipate their likes and dislikes,

This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX metrics and measures and why understanding customers is key to business success. Show host and customer experience expert, Julia Ahlfeldt, shares an overview of the most popular VOC methodologies and approaches, as well as some practical ideas on how insights can be used to improve CX. If you’ve been looking for clarity on how to shape an effective program for customer insights, this episode is for you.       Distinguishing between Voice of Customer and CX metrics It’s important to clarify the distinction between customer insight and CX metrics. Organizations will sometimes lump CX metrics in with insights and Voice of the Customer, and this is a mistake. These are both important inputs to a CX management framework, and while they are complementary, they are also distinct, serving different purposes. Voice of Customer, which is also referred to as Voice of the Customer, “VOC” or customer insight and understanding serves to clarify our knowledge of the context of the customer: Who they are, what they care about, what motivates them, as well as what are their needs and how they look to fulfill these through the marketplace. Think of voice of customer or customer insight as inputs into the design or ongoing refinement of the customer journey. While VOC findings might go as far as exploring how customers perceive or experience your organization’s products and services, VOC isn't a scorecard on the current delivery of the customer experience. That’s where CX metrics and measures come in. Metrics and measures give the business some insight into performance against customer experience objectives, and what this means in terms of impact on the bottom line. For a comprehensive definition of metrics, measures and business value, be sure to check out episode 28. For the purposes of today’s conversation, we can think of CX metrics and measures as an evaluation of how things are going or as outputs of the existing journey. Metrics and measures might provide some insight into how customers are reacting to experiences, but there are limitations. Quantitative score-based metrics like NPS and CSAT don’t tell us much about who our customers are or what they are thinking. This is why organizations must have programs in place to both understand customers and measure delivery of the journey. For more information on metrics and measures, be sure to check out episodes 31, 32 and 33, which dive into this topic in great detail.     Customer insight methodologies It's undeniable that businesses need to understand their customers, but there are many ways to do this, each with benefits and drawbacks. I like to think of these methodologies in terms of 3 categories:   Observational - this involves gathering data about a customer’s environment and their actions to get more context about who they are and what they do. Findings are great for establishing customer segments, understanding commonalities among consumers and how they navigate the customer journey. Example approaches: ethnographic research, analysis of demographic trends, analysis of customer actions or behaviors against outcomes. Listening - this includes the evaluation of organic customer-driven commentary (not prompted). Findings can provide rich insights about what customers are thinking, what they value and what they prioritize. This information can be used to improve or innovate customer experiences and provide context around likes/dislikes. Example approaches: analysis of social media feedback or unprompted inbound feedback through support channels, building journey case studies. Asking - this includes methodologies that incorporate asking questions to prompt responses that provide information about customer opinions or perspectives. These approaches are especially effective for deep-dives into topics that might be identified through observational or listening methodo...

Did you know that there have been three significant updates from Amazon recently? It’s true! If you find yourself wondering what you missed or why these updates are important for you and your ecommerce business, you’ve come to the right place! On this episode of The Amazing Seller, you’ll hear from Scott and Chris as they discuss Amazon Live, Amazon’s Voice of the Customer (VOC), the value of good customer service, the “Portfolios” addition to Amazon PPC, and much more. Make sure to have pen and paper ready; you don’t want to miss a minute of this helpful and informative episode! Amazon LIVE Have you checked out Amazon’s new Live feature? Are you wondering if it is similar to Facebook Live and other tools? According to Amazon, there are three main reasons why you should consider getting your brand featured on the service. Drive sales. During your livestream, shoppers can purchase your featured products in the carousel displayed next to your stream. Interact with viewers. Chat and interact directly with shoppers as they watch your livestream. Be discovered. Reach more shoppers on Amazon.com and build your brand through interactive livestreams. To find out if it is a good idea to get your brand featured on Amazon Live, make sure to listen to this episode of The Amazing Seller! Amazon VOC What if there was a way to get a more accurate idea of what customers think of your products beyond the review they post? Amazon is rolling out a new tool called Amazon VOC; it is designed to display the Customer Experience Health of a seller’s offers and customer comments that are meant to help sellers identify product and listing issues so they can take action to resolve problems. Here are the three main issues Amazon is trying to achieve with Amazon VOC. Review Customer Experience (CX) Health - Understand how each of your offers is performing relative to similar products in terms of customer experience. Understand your customers - Read recent comments and identify common product or listing issues affecting customers. Improve products and listings - Take action to address product issues identified through customer feedback and optimize your listings. Do you think you’ll use this new feature from Amazon? To get Scott and Chris’ take on this new feature and what it will mean for your ecommerce business, make sure to listen to this episode of The Amazing Seller! Will “Portfolios” make your life easier? Let’s face it; there are few people who get as excited about PPC updates as Chris Shaffer! But there is a good reason for sellers like you to get at least a little happy about Amazon’s new update with the “Portfolios” tab in your Amazon PPC account. In the portfolios tab, you can take multiple PPC campaigns and view them as one campaign in terms of ad metrics over time. With this new feature, you can consolidate a broad match campaign, a phrase match campaign, and an exact match campaign into one portfolio inside the Amazon ecosystem. With the new process, you can still view all of your campaigns individually, or you can view them in summary as a group. For an even deeper understanding of what this means for your ecommerce business, make sure to listen to this episode of The Amazing Seller! OUTLINE OF THIS EPISODE OF THE AMAZING SELLER [0:03] Scott’s introduction to this episode of the podcast! [2:30] Scott and Chris talk about Amazon Live. [9:00] Why you should take advantage of tools like Amazon Live. [15:30] What is Amazon VOC? [19:20] Why taking care of your customers will make you stand out. [22:50] Chris about the “Portfolios” addition to Amazon PPC. [28:00] Closing thoughts from Scott. RESOURCES MENTIONED IN THIS EPISODE www.amazon.com/live www.theamazingseller.com/645 www.ecombizclass.com

Morris Pentel is Chairman of the CX Foundation, a private global foundation focused on best practice in CX. He talks on this episode about how to redesign Voice Of the Customer (VOC) projects to better capture customer emotions. Morris is based in London. https://www.linkedin.com/in/morrispentel/ https://www.cxfo.org/  

They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every smart company today is looking beyond the expected product or service to radically improve the quality of the experiences they create. They’re focusing less on price points and more on touchpoints. The way I see it, companies won’t make it to 2020 if they don’t start adapting now. Executives know this, but that doesn’t mean they know how. A recent report from Accenture shows that most companies are confident in their technology, processes, and organization as it relates to CX. Good, right? Not considering that only 7% are exceeding customer expectations. That means for most organizations, CX is “good enough” at best. There’s clearly something wrong here, and I’ll tell you what that is… Companies are poorly incorporating Voice of the Customer (VoC) insights into the experiences they deliver. To compete on CX, companies must know how to address customer needs on their terms, providing technology in the manner and to the degree that they will accept. This is a key barrier to digital transformation success. Think about it: it won’t matter if you’re aggressively training staff, increasing collaboration or promoting top-down cultural change. If these organizational initiatives don’t reflect the voice of the customer, what the heck are they there for? Sustainable, agile transformation should work to elevate VoC by capturing customers’ expectations, preferences and aversions. Without a successful VoC program, it’s nearly impossible to create value-driven, customer-focused change. It’s like trying to force a square peg into a round hole or pulling on the handle when the door clearly says “Push.” It just won’t work. How are companies doing when it comes to VoC, then? Research from Gartner shows that only 29% of companies with VoC in place actually incorporate insights about customer needs into decision-making processes. Overall, 75% don’t believe their VoC programs are effective at driving actions. That certainly explains a lot. It’s clear that companies understand the importance of listening to customers. Rather, the question is how they can capture and use VoC insights to continually improve. Here’s my two cents: Engage Customers Early in the Development Cycle Engage customers early in the development cycle to validate that services and solutions meet top needs. These early engagements (i.e., paper, flash-based demos) should be aimed at soliciting customer input on user experience (UX) designs, for determining expectations on what should be in a certain release, and for formulating backlog requirements (after all, CX-driven design is about looking at the backlog through the eyes of the customer). The goal is to understand what is and isn’t acceptable to customers as early as possible. Input from early adopters is crucial to ensure alignment with expectations, from concept to general availability. In the case something is off (it likely will be, and that’s okay), correct your course. It makes no sense to deliver a product, service or feature that customers don’t want, cannot use, or worst of all, find frustrating. Learn, update, and repeat. Get Your Architecture Right You need to get your architecture right to deliver “sticky” customer experiences (i.e., something customers will constantly use). Otherwise, you’ll be caught in the aggravating cycle of valuable concepts going to waste because they don’t properly fit in a product or service. Once you’ve got your architecture right, go beyond general offerings. Think about the total customer experience in how you conduct business—not just in the products and services you offer but across every team and interaction point. Iterate and validate through engagements enterprise-wide to gain a better understanding of needs across the entire customer journey. Still struggling? Take a closer look at your communications technology (or lack thereof). A new IDC study published in partnership with Avaya elaborates further: Lack of common database: Nearly half of surveyed enterprises said they lack a common database and, therefore, key customer knowledge for improving CX. Companies should be able to seamlessly collect, track, and share data across communication channels organization-wide to intelligently deliver on preferences and improve personalization efforts. This level of data integration has been proven time and again to positively influence customer relationships. Incompatible business applications: It’s impossible to enhance or integrate cross-channel experiences with incompatible business apps. This is exactly why 43% of surveyed enterprises struggle with seamlessly blending human and digital interactions, for example. What companies need is an open customer engagement platform that lets them flexibly build custom, communication-enabled apps. Companies should have complete freedom to develop the digital communications solutions they need to deliver the experiences customers expect. Communications tool quality: Adoption of communications is not where it should be for many organizations, and the impact is evident. For example, 56% of surveyed enterprises cited increased costs and 55% reduced flexibility/agility due to poor-quality communication tools. That makes it awfully hard to develop next-gen communications (i.e., AI, VR, IoT) that many customers expect or are open to using. VoC requires companies to set the bar, not just by listening to customers but using that information to continuously monitor performance and improve CX. No one said it was easy, but incorporating VoC insights is worth it: research from Aberdeen Group shows that best-in-class VoC users enjoy 55% greater customer retention rates, 292% greater employee engagement rates, and have an average 23% decrease in year-over-year customer service costs. Let’s go beyond “good enough” CX and not just set the bar but raise the bar.

In the 5th episode of the touch•point podcast, Reed Smith and Chris Boyer discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, the hosts discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!

In this episode we're diving into conversion rate optimization with our special guest Momoko Price of Kantan Designs. You'll learn why research is key to any CRO activity, why elimination testing is awesome, what tools you can use to split-test your pages, and how to plan the entire testing process. Podcast feed: subscribe to http://simplecast.fm/podcasts/1441/rss in your favorite podcast app, and follow us on iTunes or Stitcher. Show Notes Momoko's company: Kantan Designs Copy Hackers by Joanna Wiebe Hotjar — tool for heatmaps Respond — one of Momoko's clients acquired by Buffer ConversionXL by Peep Laja Optimize Smart by Himanshu Sharma Occam's Razor by Avinash Kaushik Voice Of the Customer (VOC) by iSixSigma Message mining: G2 Crowd, Merchant Maverick Rev.com — good transcription services Optimizely, Visual Website Optimizer — testing tools Evan Miller's Sample Size Calculator Email Momoko: momoko@kantan.io Leave a Review Reviews are hugely important because they help new people discover this podcast. If you enjoyed listening to this episode, please leave a review on iTunes. Here's how. Don't Miss the Online Workshop In case you missed it, we're starting a two-part online workshop today! It's called Fundamental UX Practices (private beta). The first part will take place today, August 17th, from 11:00am to 1:30pm EST. Tickets start at $69 per seat. Learn more and book your tickets here.

Global Product Management Talk is pleased to bring you episode 071 of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers.   About the Episode: This discussion is about Voice of the Customer (VOC). When it comes to VOC experts, there are only a handful of people that match the experience of my guest today, helping hundreds of companies with VOC research and training many more practitioners. His name is Gerry Katz. He is also the author of several published papers on the topic, a contributor to professional books, guest lecturer at MIT, Harvard, and other top schools. During the interview, you’ll hear us discuss: what VOC is and is not,the 4-step approach for using VOC, andtips for conducting VOC interviews.  

This discussion is about Voice of the Customer (VOC). When it comes to VOC experts, there are only a handful of people that match the experience of my guest today, helping hundreds of companies with VOC research and training many more practitioners. His name is Gerry Katz. He is also the author of several published […]

This discussion is about Voice of the Customer (VOC). When it comes to VOC experts, there are only a handful of people that match the experience of my guest today, helping hundreds of companies with VOC research and training many more practitioners. His name is Gerry Katz. He is also the author of several published […]

Is everyone driven by convenience? Diane Magers, from AT&T, discusses making change in a huge organization Why department stores need to catch up     How important is convenience for customers?   Determining how to make things easier and more convenient is all about understanding your customer’s real goals. And what about the impact on society if everything becomes TOO convenient?     Convenience is about offering choices. But what about business decisions that may have a negative impact on a small group of customers?     Discussion begins at 1:20.       Diane Magers, Office of the Customer, AT&T     Diane Magers has more than 20 years of building and growing CX focus.  Diane’s demonstrated leadership abilities helps organizations design and execute strategies to drive customer obsession with targeted business results.  Currently with   AT&T’s Office of the Customer, she is building and executing programs to drive change in their culture, systematically embed CX, and strategically drive CX innovation.       Diane shares some of the unique challenges of balancing the pressures of finance and customer-centric mindsets at a global and massive organization like AT&T.     Listen in to hear how Diane and her team are shifting minds and hearts. It’s sure to inspire anyone who feels their executives don’t “get it.”     Discussion begins at 8:58.     Customer Hero, Customer Zero: The Demise of the Department Store     Jeannie rants about why the department store experience needs to catch up. They’ve lost their luster and sales are declining even as retail numbers are increasing.     Nordstrom is leading the pack because of their personalized service, but the others need to realize it’s not shopping of yesteryear, it’s a new experience today!   Then Adam has the nerve to disagree with her!     Discussion begins at 21:17.         People, Places, and Things from the Podcast:     Sponsor: The Customer Experience Investigation™ team at 360Connext is offering free, monthly webinars on all sorts of topics around customer experience. Topics include social customer care, micromapping the customer journey, and how to walk in your customer’s shoes. Join us by signing up at www.cxwebinar.com.       How to Sponsor   www.crackthecustomercode.com/sponsor           Guest Speaker / People   Diane Magers holds an M.S. in Clinical Psychology and an MBA.  She is a Certified Customer Experience Professional (CCXP), and Promoter Score (NPS), Voice of Customer (VoC) and Customer Experience Management (CEM) certified.  Additional affiliations include CXPA (founding member), LUMA Institute, Board member for CXPA Certification and active volunteer for the Autism Society of America, Leukemia and Lymphoma Society and the American Heart Association.   She resides in Dallas with her family. Connect with Diane on TwitterLinkedIn   Learn more about your ad choices. Visit megaphone.fm/adchoices

Interview date: 27. September 2013 Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised B2B marketer and is Global VP for Marketing at Maxymiser who specialises in web optimisation and analytics. Here some of the points covered in the interview: Having worked across a broad section of companies from startups to large corporations. What have you learned from those large or small in their challenges when approaching the online client/customer? You recently blogged about 6 Tips for Turning Big Data into Great CX. LINK  But data and the subject of Big Data is everywhere today like Social Media was being hyped 4 to 5 years ago. What role might all this data play in improving the customer experience? Check out this study just done this year and some of the interesting findings. http://go.maxymiser.com/MobileRetailStudy2013_web.html Many companies are creating Voice of the Customer VOC roles in their businesses to address the need of today's customer. What data would be important for these roles and where might it come from? What one suggestion would you give to a brand, business owner, digital media team, customer experience manager, who might be listening to this now on how they might improve the digital customer experience?

Interview date: 27. September 2013 Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised B2B marketer and is Global VP for Marketing at Maxymiser who specialises in web optimisation and analytics. Here some of the points covered in the interview: Having worked across a broad section of companies from startups to large corporations. What have you learned from those large or small in their challenges when approaching the online client/customer? You recently blogged about 6 Tips for Turning Big Data into Great CX. LINK  But data and the subject of Big Data is everywhere today like Social Media was being hyped 4 to 5 years ago. What role might all this data play in improving the customer experience? Check out this study just done this year and some of the interesting findings. http://go.maxymiser.com/MobileRetailStudy2013_web.html Many companies are creating Voice of the Customer VOC roles in their businesses to address the need of today's customer. What data would be important for these roles and where might it come from? What one suggestion would you give to a brand, business owner, digital media team, customer experience manager, who might be listening to this now on how they might improve the digital customer experience?

Voice of the Customer (VOC) refers to the process a company uses to gather client needs and requirements. Done properly, VOC can provide a detailed set of customer wants and needs, prioritized to by relative importance and current alternatives. Capturing the voice of the customer is critical to software development, whether your company provides custom application development or offers a proprietary product. But it’s equally important if your company offers web development solutions or provides IT services.But what are effective elements of a VOC program? How can your company ensure it’s truly “hearing” what your clients are saying?Join us for an engaging, interactive session featuring VOC experts and local tech companies who’ve implemented successful VOC programs. To this: Join us for an engaging, interactive session and learn the value of a VOC program and how to implement a successful one at your business.Darrin W. Fleming is a Partner at Maark, llc, a Strategic and Interactive B2B Marketing firm. Fleming has worked with a variety of B2B firms to build and execute sound marketing strategies focused on business growth. His experience includes helping clients quantify the value of their solutions and build compelling business cases that specifically address client needs. His years of starting and managing consulting and professional services businesses at companies like Rockwell Automation allow him to bring a wide range of experiences and insights to his clients.