Podcasts about voice of customer

How do you turn Instagram engagement into subscribers who actually want to hear from you?ManyChat is more powerful than most creators are using it for. If you're only using ManyChat's “comment X to get Y” automation, then you're part of the 70% who are also missing out on the kind of connection that actually helps you grow your brand and grow your email list in a meaningful way.After attending the Instagram Summit by ManyChat in Hollywood, I walked away with two main takeaways:ONE. Automation should be used in a way to make space for real connection. TWO. Your email list is still your most valuable marketing asset—and you're underutilizing the best tools to grow your email list.So let's talk about using ManyChat strategically—as the bridge between casual Instagram engagement and real, human relationships that actually convert. This will help you grow your email list intentionally.What you'll hear in this episode:The #1 mistake creators make when using Instagram automation (and why it's hurting your list growth).What ManyChat's CEO revealed about why most DMs never get answered — and how to fix it.My three biggest takeaways from the Instagram Summit that will help you grow your email list.Practical ways to use ManyChat flows, tags, and segmenting to nurture subscribers with more intention.If you've been relying on quick automations but not seeing real conversions, this episode will show you how to build a better bridge — from Instagram follower to loyal subscriber.

What's up everyone, today we have the pleasure of sitting down with Aditi Uppal, Vice President, Digital Marketing and Demand Generation at Teradata.(00:00) - Intro (01:15) - In this Episode (04:03) - How to Use Customer Conversations to Validate Marketing Data (10:49) - Balancing Quantitative Data with Customer Conversations (16:14) - Gathering Customer Insights From Underrated Feedback Channels (22:00) - Activating Voice of Customer with AI Agents (29:09) - Voice of Customer Martech Examples (34:48) - How to Use Rapid Response Teams in Marketing Ops (39:07) - Building Customer Obsession Into Marketing Culture (43:44) - Why Voice of Customer Works Differently in B2B and B2C (48:26) - Why Life Integration Works Better Than Work Life Balance Summary: Aditi shows how five honest conversations can reshape how you read data, because customer language carries context that numbers miss. She points to overlooked signals like product usage trails, community chatter, sales recordings, and event conversations, then explains how to turn them into action through a simple pipeline of capture, tag, route, track, and activate. Tools like BrightEdge and UserEvidence prove their worth by removing grunt work and delivering usable outputs. The system only works when culture supports it, with rapid response channels, proposals that start with customer problems, and councils that align leaders around real needs. Blend the speed of B2C listening with the discipline of B2B execution, and you build strategies grounded in reality.About AditiAditi Uppal is a data-driven growth leader with over a decade of experience driving digital transformation, product marketing, and go-to-market strategy across India, Canada, and the U.S. She currently serves as Vice President of Digital Marketing and Demand Generation at Teradata, where she leads global strategies that fuel pipeline growth and customer engagement. Throughout her career, Aditi has built scalable marketing systems, launched partner programs delivering double-digit revenue gains, and led multi-million-dollar campaign operations across more than 50 technologies. Recognized as a B2B Revenue Marketing Game Changer, she is known for blending strategy, operations, and technology to create high-performing teams and measurable business impact.How to Use Customer Conversations to Validate Marketing DataDashboards create scale, but they do not always create confidence. Aditi explains that marketers often stop at what the model tells them, without checking whether real people would ever phrase things the same way. Early in her career she spent time talking directly to retailers, truck drivers, and mechanics. Those interactions were messy and slow, filled with handwritten notes, but they gave her words and patterns that no software could generate. That language still shapes how she thinks about campaigns today.She argues that even a small number of conversations can sharpen a marketer's decisions. Five well-chosen interviews can give more clarity than months of chasing analytics dashboards. Once you hear a customer describe a problem in their own terms, the charts you already have feel more trustworthy. As Aditi put it:“If you get an insight that says this is their pain point, it helps so much to hear a customer saying it. The words they use resonate with them in ways marketers' words often do not.”She points out that B2C teams benefit from built-in feedback loops since their channels naturally keep them closer to customers. B2B teams, on the other hand, often hide behind personas and assumptions. Aditi suggests widening the pool by talking to students and early-career professionals who already use enterprise software. They may not be buyers today, but they become decision makers tomorrow. Those conversations cost almost nothing and create raw material more valuable than agency-produced content.She frames the real task as choosing the right method for the right question. If you want to refine messaging, talk to your most active customers. If you want to understand adoption patterns, run reports. If you want to pressure test a product roadmap, combine both and compare the results. Decide upfront what you need and when you need it. Then continue adjusting, because customer understanding is not a one-time project, it is an ongoing discipline.Key takeaway: Use customer conversations as a validation layer for your data. Pair five direct interviews with your dashboards, and you gain language, context, and trust that numbers alone cannot provide. Always define why you need an insight, then pick the method that gets you there fastest. That way you can build messaging, campaigns, and roadmaps grounded in reality rather than in assumptions.Balancing Quantitative Data with Customer ConversationsMarketers keep adding dashboards, yet confidence in the numbers rarely grows. Aditi argues that a few customer conversations often do more to build certainty than a warehouse of metrics. Early in her career she spent long days interviewing retailers, truck drivers, and mechanics. She filled notebooks with their words, then worked through the mess to find common threads. The process was slow, but it created clarity that still guides her perspective today.“You do not need hundreds of those conversations. You just need five, and you will come out so much more confident in the data you are looking at.”That perspective challenges a common assumption in B2B marketing. Models can predict buying intent, but they cannot capture the urgency or tone that customers bring to their own words. Dashboards may flag data scientists as target buyers, yet when you sit with an aspiring data scientist, you hear frustrations and motivations that algorithms miss. Real language often carries sharper meaning than the polished words marketers invent for campaigns.Aditi warns that relying only on quantitative signals pushes teams into a self-referential loop. Marketers build strategies based on metrics, then describe those strategies in their own buzzwords. Direct conversations break that loop. Even five interviews can ground your messaging, highlight gaps in the data, and validate where models are directionally right. B2C teams often benefit from tighter feedback loops through customer-facing channels. B2B teams need to create their own versions of those loops by talking to users directly, including students and early-career practitioners who represent the next generation of decision makers.Every stage of marketing benefits from this practice. Roadmaps become sharper, content becomes more resonant, and campaign ideas carry more weight when tested against real voices. Customer interviews cost little compared to polished content campaigns, yet they create a foundation of confidence that technology alone cannot replicate.Key takeaway: Five direct customer conversations can build more confidence than a room full of dashboards. Capture the exact words your buyers use, compare them with your data models, and use both inputs together. That way you can validate your metrics, sharpen your messaging, and trust that your strategy connects with the people who matter most.Gathering Customer Insights From Underrated Feedback ChannelsMarketers love surveys. They love sending out NPS links, post-purchase forms, and satisfaction checkboxes that make dashboards look busy. Aditi is blunt about the limits of this ritual. A buying committee has users, influencers, and decision makers. Each group has different needs, and you cannot lump them into a single “customer voice.” If you want useful signals, you have to decide who you are li...

What if the most powerful copy for your sales page is already hidden in your own words—you just haven't seen it yet?In this episode of the Values-First Marketing Podcast, I'm taking you behind the scenes of a real sales page copy audit for executive coach Jacqueline Hawk and her Power of the Ask Academy. Jacqueline already had strong testimonials, a proven framework, and incredible client results—but her sales page wasn't converting the way it should.You'll hear exactly how we uncovered what was falling flat, tightened her messaging, and built a values-aligned hero section that finally shows off the power of her work.What You'll Learn in This Episode:Where most sales pages lose conversions (and how to fix it fast)Why mirroring your client's own language is the easiest copy upgrade you'll ever makeHow to use voice of customer research to rewrite your headlines and hero sectionThe balance between highlighting core values and showing tangible resultsA practical ChatGPT prompt you can use to surface your best client language➡️ SHOW NOTES: Grab all the links and resources mentioned in this episode on the blog here! https://www.megankachigan.com/sales-page-copy-auditHave a question about digital marketing, messaging, or copywriting? Get YOUR questions answered on the show! Submit here → https://forms.gle/9rPT7dtAKQCErzUg6FREE RESOURCE: Copy not converting? Increase your conversion rate in 30-mins or less with my free Messaging & Positioning Audit.CONNECT WITH MEGAN:Join My Inbox Community → www.megankachigan.com/emailWebsite → www.megankachigan.comLinkedIn → https://www.linkedin.com/in/megan-kachigan-loehr-9957684b/Threads → https://www.threads.net/@megankachiganInstagram → https://www.instagram.com/megankachigan/WORK WITH MEGAN:Schedule a call with me to chat about your business and the goals you have for the future. I can share specifically about how we can work together so you can book out your services.Book a Power Hour for 1:1 support from an expert marketer and copywriter? I'll send you my starter Gdoc so you can get me everything we need to make the most of our time together.Join Copy Clarity Club to get weekly support for ALL of your content. Feel confident knowing that what you're creating is actually going to convert and bring real dollars to your business.Join Copy Clarity Club to be confident your copy will convert with weekly feedback and support.

Japanese salespeople should love to hear “that sounds pricey” from buyers.  Why?  Because they know that this statement is the most common objection to arise in response to their sales presentation and they are completely ready for it.  It is one of the simplest buyer pushback answers to deal with too.  Well, simple that is, if you are trained in sales and know what you are doing.  Untrained salespeople really make a big hot mess of this one.  They want to argue the point about pricing with the buyer.  Or they want to use their force of will to bully the buyer into buying.  Or they want to use one of those American style aggressive response statements, to try and push the deal over the line.  This is all nonsense. The only words emerging from our lips should be “Thank you.  May I ask you why you say that?”.  We could say something else like “compared to what?”, which is a pretty snappy rejoinder, but it is a bit too aggressive in this situation and doesn't really yield enough information about buyer thinking.  We could simply drop the price to be “competitive”, but that is the mark of the weak, whining, unwashed, pathetic salesperson.  We need to do better than that, unless that proffered discount is directly linked to certain purchase volume prerequisites. When we first hear “that sounds pricey” we may feel some pressure to justify our numbers.  That is totally the wrong way of thinking.  That number of ours is there for a reason.  There is a justification for that number, based on the value it provides.  There are plenty of clients willing and happy to pay that number for the goods or services they receive in exchange. When we sweetly ask why they say that, we now have moved the pressure for justification back to the buyer. This is called “tossing back the porcupine”.  The comment “pricey” is like a spiky porcupine being thrown to us and it is tricky to handle, without incurring lots of pain. We ask “why” thus shooting the porcupine back to the buyer and we can sit there cool calm and collected and listen to what they have to say.  This is important because we need to use our highest level of empathetic listening to comprehend what they are saying, in order to understand what is really on their mind.  Our object in sales is to meet the buyer in the conversation they are having in their own mind. That will be a compilation of their current situation, their experiences to date, their personal situation and a million other factors which we will never be privy to. Asking them that “why” question gives us the chance to tune in to what is important for them and to alert us to factor in things which we hadn't considered before. I was given that price pushback for some training I was proposing to the HR team at a Japanese company.  I asked them the “why” question and then just sat there stone cold silent.  They did not reply immediately. It was one of those long uncomfortable silences for foreigners.  Fortunately, I have learned to become comfortable with silence in Japan.  After what seemed an absolute age, they explained that they are given a quarterly budget for training and my number was over that quarterly limit. Did I rail against the inequity of having such dopey quarterly budgets or rage that they should change their entire budgeting system and get that accounting  department better geared up to suit my preferred pricing?  No. I sweetly asked, “If we could spread the payment across two quarters, would that be of any help?” and again I shut up and didn't say one more word.  They looked at each other and I saw a light get switched on inside their heads and they said that would work.  So, it wasn't too pricey after all.  It was too much price for that arbitrary temporal unit called a quarter of the year. After the buyer tells us all the good reasons why our price is too high, we need to be packing heavy with our value justification for the number we have just quoted.  This is why salespeople need to be well prepared and practice for this “that sounds pricey” pushback.  Trying to wing it and produce some intellectual and articulation magic on the spot is possible. Unlikely though, especially when your brain is frozen with fear getting that infamous pushback. Recently a multinational client wanted presentation training in Japan, after having conducted training in APAC with another provider who was based out of Hong Kong.  They were unable to deliver in Japan so the client contacted us.  I gave them my proposal and they told me my number was “pricey”.  When I sweetly asked “why”, they not so sweetly told me that the other vendor did the exact same training for a price significantly at a discount to what I was proposing.  They said that I should match this other provider, whom I had never heard of.  I checked them out. They didn't have a 109 year history of teaching presentation skills, a track record of 58 years in Japan, teach 90% of the Fortune 500 companies, have 200 branches in over 100 countries, teach in 35 languages, have ISO 9001 certification, require their trainers to undergo 250 hours of train-the-trainer instruction for their first license, have a trainer who had personally delivered 545 public speeches, appear in the Training Industry Top 20 training companies and on and on it went.  You get the idea.  In the end, I suggested we do a demo session with the key decision makers, so that they could comfortably recommend us to their executives, at the price I required.  The demo blew them away, because now they could directly compare us with the other vendor.  We did the training and achieved a 9.3/10 Net Promoter Score and a Voice Of Customer score of 92.8/100, which are very high scores, thoroughly justifying the investment.  Yes, I am bragging, but the point is we have numbers we can quote back to clients in order to brag.  We do the satisfaction surveys for our professional work, so we can justify the value of our training, at the price point we nominate. When professional salespeople hear “that sounds pricey” they remain extremely calm, because they know what to say and how to justify their pricing.  How about your sales team?  Are they like deers in the headlights when they get pushback or are they legends of value explanation to buyers?  

Why isn't your marketing working? You're putting in the effort, crafting your message, and showing up consistently—but something isn't clicking. In this episode, I'm sharing the one foundational piece that most small business owners overlook when writing their copy: voice of customer (VOC) research. You'll learn how to find and use the exact words, emotions, and motivations of your ideal buyer to create messaging that instantly resonates.I'll break down how VOC research differs from traditional market research, why it's critical for writing high-converting sales copy, and where to find customer language—even if you don't have a big audience yet. Plus, I give you access to my free mini masterclass that walks you through 10 simple strategies to uncover the most powerful words for your business!Topics We Cover in This Episode: The reason your marketing messages might be getting ignoredWhere to find high-impact customer language—even if you're just starting outThe one thing that makes copy feel “magnetic” and impossible to scroll pastHow to access a free mini masterclass to level up your messaging instantlyShow notes are always available at https://www.kimkiel.com/podcast!!Resources Mentioned:Uncover the 10 hacks to tap into your customer's voice in this free over-the-shoulder training: https://www.kimkiel.com/vochacksI would love to connect on Facebook: www.facebook.com/KimKielCopy, Instagram: www.instagram.com/kim_kiel_copy, and Linkedin: www.linkedin.com/in/kimkielText me a question or comment!

In this episode of Marketing Espresso, I'm thrilled to welcome back Suzanne Reilley, an acclaimed business coach, marketing strategist, and copy advisor specialising in professional service businesses and online course creators.We're diving deep into the significance of streamlining the user journey and how using your customers, and conducting customer research can elevate your marketing! Suzanne shares invaluable tips, including leveraging Amazon reviews for nuanced customer insights, and emphasizes the importance of aligning your messaging with your audience's desires. Tune in to discover actionable strategies for connecting authentically with your audience and ensuring your marketing resonates at every touchpoint.Suzanne Reilley is a business coach, marketing strategist, and copy advisor for professional service businesses and online course creators who are passionate about helping others.She's worked individually with hundreds of repeat clients and her work has been featured in VoyageLA, ShoutOutLA, CanvasRebel, GoSolo, Best Life Online, The Washington Post, and DailyCandy.Connect with Suzanne:WebsiteLinkedinDOWNLOAD MY CONTENT PLANNER - https://becchappell.com.au/content-planner/Instagram @bec_chappellLinkedIn – Bec Chappell If you're ready to work together, I'm ready to work with you and your team.How to work with me:1. Marketing foundations and strategy consultation 2. Marketing Coaching/ Whispering for you a marketing leader or your team who you want to develop into marketing leaders3. Book me as a speaker or advisor for your organisation4. Get me on your podcastThis podcast has been produced and edited by Snappystreet Creative

Upcoming Webinar: Don't miss our live webinar "From Feedback to Features: Building Customer-Centric Product Teams at Scale" on February 25th, 2025. Learn actionable strategies for scaling customer-centric practices across your product organization. Time: 10:00 AM PST / 1:00 PM EST / 12:00 PM CST Register here: https://bit.ly/42SPHon In this episode of Product Team Success, Ross Webb explores how mastering Voice of Customer can transform your product career. Drawing from his experience as a Principal Product Manager at Amazon and Just Eat, Ross brings together five product leaders who share their proven approaches to turning customer understanding into career advancement. Key Highlights: Converting Customer Insights into Executive Influence Phil Hornby reveals how to manage the complexity of customer dataStrategies for combining data, anecdotes, and intuitionUsing Customer Advisory Boards effectivelyLeveraging AI tools to process customer feedback at scale Building Team-Wide Customer Understanding Philipp Katzenstein demonstrates engaging product owners and developersMaking customer interviews a natural team routineCreating shared customer personas across teams Data-Driven Stakeholder Management Justine Salter shares approaches to overcoming opinion-based decisionsUsing customer data to influence challenging stakeholdersBuilding credibility through customer insights Structured VoC Programmes Anna Peterson breaks down comprehensive feedback systemsBuilding customer panels and ride-along programmesCreating sustainable feedback loops Balancing Customer Types Giancarlo Herrera on managing internal and external customer needsBuilding integrated feedback systemsCreating collective understanding across stakeholder groups Key Takeaways: Customer understanding must be systematic and scalableTeam engagement in VoC creates better outcomesData-driven customer insights are crucial for influenceBalanced feedback systems drive career success Connect with our guests on LinkedIn to continue the conversation about turning customer understanding into product career success and sign up for the webinar above with Product Board, it's going to be great.

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 

In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Discover how marketing and sales can work better together in a conversation with Kevin Palmer, the CEO and Founder of Palmer Creative Group. He explains how understanding the customer's perspective can help align what your business offers with what the customer sees as valuable, while also promoting honesty and responsibility. Drawing from his background in the mining industry, Kevin shares practical strategies that can be used in any field to turn insights into opportunities and boost sales.Kevin also warns against relying on just one contact in a client company, as it can hurt your sales efforts. Instead, he highlights the importance of connecting with multiple decision-makers, using real examples where this approach led to success. He offers tips on creating strong relationships with different stakeholders, gathering testimonials, and building a list of key benefits, features, and functions that are essential for closing complex deals.Kevin also shares creative ways to gather customer insights without using third-party services, including how to make engaging visual content and build focused LinkedIn groups. Plus, we discuss a case study of a geophysics company that improved customer service by relocating technicians to regional hubs, leading to faster service and lower costs. You can learn more about Kevin's innovative work by visiting PalmerCreativeGroup.com.https://www.linkedin.com/in/jkpalmer/?locale=fr_FRWebsite: https://www.palmercreativegroup.comFor more content like this, join hundreds of other subscribers to The K2 Sales Academy. Our subscription based on line sales training platform. $495/year unlocks the Fundamentals of Sales program with built in knowledge checks, resource folder with scripts, templates and checklists as well as regular webinars. 1:1 and group coaching packages available as well. To access our free one week Trial visit The K2 Sales Academy

As part of the 2024 iTnews State of Data report, iTnews speaks with Ashley Taylor, Global Voice of Customer Lead at Flight Centre. This week's episode brought to you by NRICheckout the inaugural State of Data report. We explore the trends that are driving data analytics through to the latest strategies for how data is stored and secured, and focus on the rapidly maturing disciplines of data governance and AI governance.We love to hear from our readers and advertisers, so please get in touch and let the friendly iTnews team help with your enquiry.

Dan Adams is a B2B innovator with over 40 years of experience in the field. He is the founder and President of The AIM Institute and the author of New Product Blueprinting: The Handbook for B2B Organic Growth. As a chemical engineer, Dan holds numerous patents and innovation awards and has been recognized by the National Inventors Hall of Fame. Dan is a frequent keynote speaker and has delivered lectures at prestigious institutions—such as Wharton's Executive MBA program—and leading universities in North America and Europe. In recent years, Dan and his team at The AIM Institute have conducted extensive original research into the behaviors that drive B2B organic growth, which has helped many companies achieve profitable growth through innovation.   Today, Dan joins me to discuss the role quantitative interviews play in driving success and how Dan's company, the AIM Institute, trains business leaders to do better customer interviews. Dan outlines what he learned from his leadership research with Professor Gina O'Connor of Babson College and the four types of leaders they discovered. Dan reveals the dangers of not innovating and spiraling into commoditization. He outlines the best way to promote employees and avoid chasing short-term gains to foster a culture of future builders. Dan also shares his beliefs about the type of people leadership should promote for long-term company success.                                                                      “We're turning the sales force into a learning force, showing them how their product managers and marketing people can data mine this and look for weak signals of market interest and then know when to develop new product projects.” - Dan Adams   This week on Innovation Talks:   ●     How to optimize B2B Voice-of-Customer programs ●     How leadership styles affect product development ●     The effect of promoting leaders who are only focused on cutting costs ●     The definition of “builder mentality” and why people who think this way need to be in the C-Suite ●     How to build a customer-centric business model ●     The value of quantitative interviews ●     How to build a culture that values listening   Resources Mentioned:   ●     B2B Voice of Customer Skills Research Report (https://theaiminstitute.com/library/b2b-voice-of-customer-skills-research-report/?utm_source=&utm_medium=Direct&utm_campaign=research-reports&utm_term=b2bvocskills.com&utm_content=44531) ●     Everyday VOC (EVOC) (https://theaiminstitute.com/library/everyday-voc-evoc/?utm_source=direct&utm_medium=Direct&utm_campaign=everyday-voc&utm_term=evocpaper.com&utm_content=44895) ●     Professor Gina O' Connor (https://www.babson.edu/about/our-leaders-and-scholars/faculty-and-academic-divisions/faculty-profiles/)   Connect with Dan Adams:   ●     AIM Institute Website (https://theaiminstitute.com/) ●     Book: New Product Blueprinting: The Handbook for B2B Organic Growth by Dan Adams (https://www.amazon.com/Product-Blueprinting-Handbook-Organic-Growth/dp/0980112346) ●     Dan Adams on LinkedIn (https://www.linkedin.com/in/danadamsataim/) ●     AIM Institute on LinkedIn (https://www.linkedin.com/company/advanced-industrial-marketing/)   This Podcast is brought to you by Sopheon   Thanks for tuning into this week's episode of Innovation Talks. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts.   Apple Podcasts (https://podcasts.apple.com/us/podcast/innovation-talks/id1555857396) | TuneIn (https://tunein.com/podcasts/Technology-Podcasts/Innovation-Talks-p1412337/) | GooglePlay (https://www.google.com/podcasts?feed=aHR0cHM6Ly9pbm5vdmF0aW9udGFsa3MubGlic3luLmNvbS9yc3M%3D) | Stitcher (https://www.stitcher.com/s?fid=614195) | Spotify (https://open.spotify.com/show/1dX5b8tWI29YbgeMwZF5Uh) | iHeart (https://www.iheart.com/podcast/263-innovation-talks-82985745/)   Be sure to connect with us on Facebook (https://www.facebook.com/SopheonCorp/) , Twitter (https://twitter.com/sopheon) , and LinkedIn (https://www.linkedin.com/company/sopheon/) , and share your favorite episodes on social media to help us reach more listeners, like you.   For additional information around new product development or corporate innovation, sign up for Sopheon's newsletter where we share news and industry best practices monthly! The fastest way to do this is to go to sopheon.com (https://www.sopheon.com/) and click here (https://info.sopheon.com/subscribe) .  

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps to centralize and socialize the key trends, topics, likes, dislikes, opportunities for your company to take action on & continue to evolve or iterate on your product or service offerings.Use this CXWeekly update as a starting point for building out your VOC reporting efforts with your team today. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to 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, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (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.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

We need to talk about voice of customer — because there's been a misunderstanding.Voice of customer isn't just for huge companies. It's also not an abstract, academic concept that's too broad for teams to use. Done right, insights pulled from the words your customers use are practical and actionable. And they can help your team make better business decisions day in and day out. Best of all, you don't have to undertake a massive, endless research project to start putting the words of your best customers, aka ‘Voice of Customer', to work for your business. You can tap into both quick-win and in-depth methods to capture and leverage those insights to attract way more great-fit customers.Ready to tap into VoC? Listen to this episode of the Forget the Funnel podcast as Georgiana and Claire dive deep into why the voice of the customer matters, how you can (and should) apply it to your business, and the methods you can use to get started.Discussed:Common misconceptions about voice of customer and how it fits into the foundational understanding of your customers.Methods for capturing voice of customer, including customer interviews, qualitative surveys, signup flows, social listening and other quick-win tactics.Practical applications for voice of customer, from your homepage copy to product positioning and onboarding experiences.Key moments:1:12 - Claire kicks things off by defining voice of customer, and Georgiana explains some of the misconceptions that might hold companies back from capturing and using it.5:16 - Georgiana takes a “then and now” look at the voice of customer concept. She compares how the term was first used in 1993 to how it looks today, with practical daily applications in areas like marketing. 8:38 - Georgiana explains how capturing voice of customer is part of foundational customer understanding. She also describes the output of those conversations: both high-level understanding and actual customer quotes.12:05 - Claire asks Georgiana to share some methods for capturing voice of customer beyond customer interviews.16:21 - Claire offers guidance for which methods to start with when gathering the voice of the customer and the importance of knowing that your insights are coming from your best-fit customers.21:51 - Georgiana speaks to the importance of recording and manually transcribing customer interviews — and why you shouldn't use AI to transcribe for voice of customer.24:27 - Georgiana and Claire share an example of a customer who gathered the voice of the customer through qualitative surveys. What they learned completely changed their messaging, which led to a 93% increase in product sign-ups.30:39 - Voice of customer is versatile and applicable well beyond your website homepage. Georgiana closes out the episode by sharing the many applications for the voice of customer.Follow Georgiana on LinkedIn: https://www.linkedin.com/in/georgianalaudi/ Follow Claire on LinkedIn: https://www.linkedin.com/in/clairesuellentrop/Check out Forget the Funnel's website: https://forgetthefunnel.com/Get the free Forget the Funnel workbook to help you implement Customer-Led Growth: https://forgetthefunnel.com/workbook

Andrea Wolkofsky is the Co-founder of shyft digital, a marketing agency specializing in assisting marketers and business owners to find their authentic voice when communicating with their target audience. She is an experienced sales and marketing professional with a demonstrated 20+ year history of working in the sales, marketing, and advertising industry. Andrea is passionate about helping companies communicate their message to their audience in the most authentic way possible through branding, messaging, websites, social media, paid ad campaigns, or other digital or traditional means of marketing. Before shyft, she held senior roles at Viewbix, JK Design, MyClothingCalendar, and more.  In this episode… Digital marketing has become an integral aspect of any modern business strategy. Through effective digital marketing techniques, businesses can reach a wider audience, build brand awareness, and drive sales. However, it's not just about reaching as many people as possible; it's imperative to understand your target audience and what drives their behavior. The proliferation of social media and online platforms has made it more crucial than ever for businesses to establish their authentic voice when communicating with their target audience. According to digital marketing expert Andrea Wolkofsky, leveraging the voice of customer research is one way to achieve this goal. This research helps you understand your client's needs and what motivates them to engage with your brand. Doing so can help you improve your messaging and create a digital marketing strategy that resonates with your audience. Listen to this episode of the Inspired Insider Podcast with Dr. Jeremy Weisz as he speaks with the Co-founder of shyft digital, Andrea Wolkofsky. They discuss Shyft and its services, starting and running a successful digital marketing agency amidst the pandemic, leveraging the voice of customer research, and the experience of working with in-house marketing teams.

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.

The foundation for all your messaging is something that is so often overlooked and skipped by many solo business owners.  This is an essential piece of messaging for ensuring that you're able to capture the attention of the people you want to serve. It helps you grow your audience.  This piece of messaging also makes sure that what you're saying resonates, that it makes sense and that it is persuasive to the people you most want to reach.  So what is this often overlooked and skipped-over piece of messaging? Voice of customer research.  In this episode we'll be discussing: The missing piece business owners leave out of their messaging Why client avatars aren't the way to go and what to do instead Learn exactly what the VOC is and what it will capture How incredibly beneficial AI is in complimenting your VOC data The best way to create marketing content  

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:  I am interviewing speakers at my favorite annual conference for product managers, the PDMA Inspire Innovation Conference.  This discussion is with Tony Belilovskiy, whose session is titled “Voice of Customer in Product Design.” Tony will be sharing with us how you can turn customers' perceptions (that is, their feelings) into numerical, objective data that can be injected into the product design and used as a business case for innovation. Tony is CEO and Managing Principal at C3 Excellence, that empowers clients to develop transformational strategic alignment with their customers. 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 and contributing research and knowledge to our discipline for nearly 50 years. 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.

This episode is sponsored by Riverside, your all-in-one podcast and video platform. Go to https://creators.riverside.fm/Anna and use the code MSM23 for 15% off. This episode is also sponsored by PDCflow, payment management made easy. Visit pdcflow.com/flow-billing to learn more. It's Season 4 of the Modern Startup Marketing podcast and this episode is me kicking off MaaS (Marketing as a System) which is the systematic approach to marketing that I built over 3+ years of working with early stage startups. In this episode I cover Step 1: Voice of Customer Research including What it is, Why it works, Who should lead it, and How to do it right. You can get the link to the playbook I mention in the episode here and I'll be mixing in some more MaaS-focused episodes over the course of the season. Next time I do, I'll talk about MaaS Step 2: Marketing Foundation Deck which includes the persona(s), messaging, positioning, competitive landscape, and more. For more content, subscribe to Modern Startup Marketing on Apple or Spotify or wherever you like to listen, and don't forget to leave a review if you're lovin' the show! I would love that so much. And whenever you're ready, there are 3 ways I can help you: 1. fractional head of marketing for early stage startups >> www.furmanovmarketing.com 2. sign up to get my monthly startup marketing newsletter where I'm sharing playbooks and insights and cracking some jokes 3. Sponsor my Top 5% podcast and get startup founders, marketers and VCs hearing about your brand >> https://podcasters.spotify.com/pod/show/anna-furmanov You can also find me hanging out on LinkedIn, definitely say hello >> www.linkedin.com/in/annafurmanov --- Send in a voice message: https://podcasters.spotify.com/pod/show/anna-furmanov/message

Today Brittany (aka B) walks us through rewriting her website and updating her SEO strategy. B shared her two-year process of refining her website.This involved understanding her ideal client, their budget, and prevalent problems. To find more information, she performed voice of customer (VOC) interviews.B noted her increased visibility indicating her SEO expertise.B updated her website messaging. She overhauled her offer suite, Performed keyword research, and Created new SEO strategies for specific pages.B has a step by step process for creating SEO strategies.B outlines each page before writing the first draft. Consider the overall flow and story for each page. B weaves SEO, storytelling, and social proof into her work.B and Crystal shared ways of using social proof on your website:Testimonials and statistics,  organized for easy reference during writing tasks.B & Crystal both stressed the strategic use of customer reviews, testimonials, and statistics Crystal suggested using customer reviews and testimonials in product descriptions to increase relatability and trust (social proof).Crystal also emphasized using customer quotes to enhance customer experience.Brittany shared that 92% of consumers read reviews and testimonials before buying a product.SEO services provided by B and CrystalB updated Crystal about her new services: which all fall under the big umbrella of SEO.Crystal believes that an SEO technical audit should be the first step before implementing any further SEO strategies to ensure a strong foundation.Crystal introduced the concept of 'sprints,' which are condensed work times aimed at accomplishing significant tasks that have a major impact on the business.Brittany has an SEO basics checklist for download, which guides businesses through on-page SEO strategies.If you're looking for a unique, handcrafted way to spruce up your home or office, then Collage and Wood is the perfect place for you! We offer a range of beautiful wooden signs that are perfect for any occasion. Our talented team of artists will work with you to create a sign that perfectly suits your needs. So why wait? Visit Collage and Wood today!Support the showApply to be our podcast guest!

There's no better way to figure out your customer than to study them! Voice of Customer research (VOC) is a tremendous and powerful tool, and the specialty of our guest.Dave Loomis is the President of Loomis Marketing, LLC, a consulting firm focused on providing and coaching voice-of-customer interviewing for B2B companies. Dave helps some of the world's largest and well-known B2B brands, including GE, STERIS, Saint-Gobain, Oshkosh and Xerox. He is a co-host of the B2B Marketing & Sales Podcast, and the author of Marketing is Everything We Do.We discuss:The importance of REAL voice of customer inputThe right ways to do voice of customer researchSuccess storiesWhat is "customer outsight" and what's motivating you to write about it?Dave's Top Tips:Know who your targets are, understand what motivates them, figure out how to reach them most effectively and engage with them consistently. Add value, be professional, but have fun!There is no substitute for personal relationships.Connect with Dave Loomis:dave@loomismarketing.com 440-725-1400www.loomismarketing.comhttps://www.linkedin.com/in/davidloomis/ Mentioned in this episode:John Lee Dumas book giveaway - join newsletter listJohn Lee Dumas book giveaway - join newsletter list The Common Path to Uncommon Success

Are HCPs really listening to you? Understanding your offering in an actionable way? Or is your message getting lost in a sea of sameness across crowded channels? At Avant Healthcare, we focus on ensuring our customers' message is not only heard, but amplified and actioned. How? Our latest endeavor takes the idea of true customer experience (CX) and multiplies it by three. Three tenured pharmaceutical marketers come together to create a new focus on how we at Avant Healthcare service our customers. Meet the new CX Officers: Trina Stonner, Todd Wright and Patrick Kelley.

Gabi Contreras, Marketing Consultant & Advisor, joins Dustin on this week's episode to share the importance of customer's voice for startups and smaller companies. In today's world, customer retention and revenue growth are critical for a business's survival; in this episode, they provide practical steps for startups on how to capture customer insights, create content using the voice of the customer, and distribute market research. You can reach out to Gabi via her Linkedin profile if you have any questions or insights on the topics discussed today.

In this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, create trust among teammates, and ultimately, create a better product or service for your customers.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist. In this episode, Somya and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #199 Highlight Reel:**1. Perfecting the art of predicting your customer's behaviors2. Leveraging the data in your tech-stack to build your feedback loops 3. How building your Voice Of Customer reporting creates awareness 4. Information and best practices about benchmarking & industry insights 5. Measuring the ROI of your CX and customer success efforts & activities  Huge thanks to Somya for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Somya KapoorClick here to learn more about The Loops AIIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to 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, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (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

Dan Adams is a B2B innovator with over 40 years of experience in the field. He is the founder and President of The AIM Institute and the author of New Product Blueprinting: The Handbook for B2B Organic Growth. As a chemical engineer, Dan holds numerous patents and innovation awards and has been recognized by the National Inventors Hall of Fame. Dan is a frequent keynote speaker and has delivered lectures at prestigious institutions—such as Wharton's Executive MBA program—and leading universities in North America and Europe. In recent years, Dan and his team at The AIM Institute have conducted extensive original research into the behaviors that drive B2B organic growth, which has helped many companies achieve profitable growth through innovation. Today, Dan joins me to discuss the role quantitative interviews play in driving success and how Dan's company, the AIM Institute, trains business leaders to do better customer interviews. Dan outlines what he learned from his leadership research with Professor Gina O'Connor of Babson College and the four types of leaders they discovered. Dan reveals the dangers of not innovating and spiraling into commoditization. He outlines the best way to promote employees and avoid chasing short-term gains to foster a culture of future builders. Dan also shares his beliefs about the type of people leadership should promote for long-term company success.                                                                    “We're turning the sales force into a learning force, showing them how their product managers and marketing people can data mine this and look for weak signals of market interest and then know when to develop new product projects.” - Dan Adams This week on Innovation Talks: ●     How to optimize B2B Voice-of-Customer programs●     How leadership styles affect product development●     The effect of promoting leaders who are only focused on cutting costs●     The definition of “builder mentality” and why people who think this way need to be in the C-Suite●     How to build a customer-centric business model●     The value of quantitative interviews●     How to build a culture that values listening Resources Mentioned: ●     B2B Voice of Customer Skills Research Report●     Everyday VOC (EVOC)●     Professor Gina O' Connor Connect with Dan Adams: ●     AIM Institute Website ●     Book: New Product Blueprinting: The Handbook for B2B Organic Growth by Dan Adams●     Dan Adams on LinkedIn●     AIM Institute on LinkedIn This Podcast is brought to you by Sopheon Thanks for tuning into this week's episode of Innovation Talks. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts. Apple Podcasts | TuneIn | GooglePlay | Stitcher | Spotify | iHeart Be sure to connect with us on Facebook, Twitter, and LinkedIn, and share your favorite episodes on social media to help us reach more listeners, like you. For additional information around new product development or corporate innovation, sign up for Sopheon's newsletter where we share news and industry best practices monthly! The fastest way to do this is to go to sopheon.com and click here. 

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

“Data in a spreadsheet is going to have a limited effect. How you tell the story and how you convey that to members of the leadership team in a way that is easily digestible and makes it clear how they can act on it is vitally important. If the feedback is only shared with the CEO or with one department, then you're leaving a lot of opportunities on the table.” - Evan Klein.   In this episode of Pragmatic Live, Eddie Gordon, courseware designer at Pragmatic Institute, interviews Evan Klien about win/loss, customer feedback, and employee engagement programs.   Evan is the founder and CEO of Satrix Solutions. With a passion for voice of customer programs, Evan drew on his experience as the head of client satisfaction at a digital agency to create a business focused on helping B2B companies listen and respond to their most important constituents, including customers, prospective customers, former customers, and employees.   During this episode, Eddie and Evan discuss: How to implement systematic feedback processes Who should be included in customer satisfaction surveys and interviews How to share customer insights in a way the company will feel empowered to act on them Benefits of hiring a third-party voice of customer services Best practices for approaching win/loss interviews How to encourage customers to provide feedback and respond to survey or interview requests How employee feedback programs contribute to improving customer experience Enroll in Foundations In this course, you'll learn the ins and outs of the Pragmatic Framework and how to approach win/loss analysis at your company. Learn More

"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  

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!

The voice of the customer is essential to developing a customer-centric experience. In this episode, Mallory Lee (VP of RevOps at Nylas) returns to discuss how to use the voice of the customer data to align company results. This data can show you where your customers are experiencing pain so you can build solutions accordingly. Follow the Hosts on LinkedIn: Alastair Woolcock (CRO, Revenue.io) Howard Brown (CEO, Revenue.io) And our Special Guest: Mallory Lee (VP, Revenue Operations, Nylas) Sponsored by: Revenue.io | Powering high-performing revenue teams with real-time guidance Explore the Revenue.io Podcast Universe: Sales Enablement Podcast Selling with Purpose Podcast RevOps Podcast *If you'd like to ask the guys a question that could get answered on the show, call our new message line at (323) 540-4777. Just leave your name, where you're from, and your question and we'll do our best to answer it on an upcoming episode.

The voice of the customer is essential to developing a customer-centric experience. In this episode, Mallory Lee (VP of RevOps at Nylas) returns to discuss how to use the voice of the customer data to align company results. This data can show you where your customers are experiencing pain so you can build solutions accordingly. Follow the Hosts on LinkedIn: Alastair Woolcock (CRO, Revenue.io) Howard Brown (CEO, Revenue.io) And our Special Guest: Mallory Lee (VP, Revenue Operations, Nylas) Sponsored by: Revenue.io | Powering high-performing revenue teams with real-time guidance Explore the Revenue.io Podcast Universe: Sales Enablement Podcast Selling with Purpose Podcast RevOps Podcast *If you'd like to ask the guys a question that could get answered on the show, call our new message line at (323) 540-4777. Just leave your name, where you're from, and your question and we'll do our best to answer it on an upcoming episode.

In this Greatest Hits collection, Nicholas Zeisler, Customer Experience Executive & Author of “We're Doing CX Wrong and How To Get It Right” talks about how to improve customer experience, finding his purpose in this niche, running VoC programs for customer satisfaction, and delivering on your brand promise, gaining the voice of the customer and embracing negative feedback.

So what do we mean when we're talking about customer follow up? There are two trains of thought here: One is following up with prospects to close a sale, and the other is the process of reaching out to talk to recent customers — which usually involves a phone call after the customer fills out a survey.In this episode, we're focusing on that second option. And it's this kind of follow-up that, when you do it right, can bring a ton of value to your business — specifically in three key ways.This episode was adapted from the article, "Why Customer Follow-up Is Crucial to a Positive Customer Experience." Still hungry?Let us know what you think on Linkedin or by emailing snack@getmindful.com.Hear more at getmindful.com/podcasts/

Hey CX Nation,In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC). In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #187 Highlight Reel:**1. How you turn your most loyal customers into your biggest fans & promoters 2. Why investing in employee onboarding is the glue to build world-class CX  3. Ideas for building & leading your Extended Leadership Team (ELT) 4. Building your VOC task force to govern your customer journey as you scale 5. Leveraging feedback to build new products & revenue streams  Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Mark SlatinClick here to learn more about EmpoweredCXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience. Mentions from the Show:  Prediction: The future of CX 5 Best Practices For Your Voice of The Customer (VoC) Program What is Conversational Intelligence? The Eddy Effect Customer Voices Report: The Eddy Effect The Complete Eddy Effect Guide Amy Brown on LinkedIn Amy Brown on Twitter Touchpoint.health Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

Merritt Robinson, Head of Design, Americas at Bain & Company shares her wisdom about how visual storytelling reduces the barriers to comprehension and the very act of creating an artifact such as a video is part of the synthesis work - not just a nice to have. In being forced to create something visual, you're asking the team to find clarity, which leads to the right idea faster. I also loved hearing how Bain is using VoC (Voice of Customer) videos in their presentations, and how AI assisted video transcription platforms help teams extract interview clips quickly. So much incredible insight and advice into the world of innovation in this episode, thank you for sharing Merritt!Merritt RobinsonBain & CompanyContinuumReductFree 3 Day Workshop Sign up here - Sept 12th-14th (replays will be provided for those who cannot join live)Storytelling for Innovation Accelerator - Early Bird 20% OFF until Sept. 16thLeeanne's Instagram

What exactly is voice of the customer, and what impact can it have on your potential business growth? Nate Brown drops the mic on hurdles, tips, myths, and so much more.

If you're interested in brand messaging — what we've been talking about on the podcast for the past couple of months — voice of customer (VOC) research is something you're also likely quite curious about.But what is VOC research, how do you get it, and more importantly, how do you use it in your business?In this episode, I interview brand voice expert Melissa Payne and we cover everything you're wondering about voice of customer research and how it relates to all the brand messaging work you've been doing in your business.Mentioned in this episode on voice of customer research:The series on Customer Experience we just did on the podcastMelissa shared the most recent French provincial recipe she's tried. Chicken breast with orange tarragon sauce Lyonnaise potatoesand creamed leeks(If you're having trouble accessing the links, make sure to come over to erinollila.com/podcast for clickable links)Get to know Melissa betterMelissa Payne (she/her) is maybe the most meta copywriter in the universe: a copywriter for copywriters. As a brand voice, quiz strategist, she helps copywriters and introverted women in business create wild brand love with evergreen quizzes, email sequences and jaw-meet-floor Brand Voice Maps that uncage your true brand voice.She moonlights as a VOC researcher for other cool copywriters and they love it. Melissa has worked with A-list copywriters like Prerna and Mayank Malik of Content Bistro, Eman Ismail and Bree Weber. For more on Melissa Payne, and to learn more about her ethical stance, Brand Voice Cartography and Obsession Oracle quiz packages, stop by her website: storyscoutdigital.com.Learn more about Erin OllilaAs always, you can read the full show notes at erinollila.com/podcast

If you're interested in brand messaging — what we've been talking about on the podcast for the past couple of months — voice of customer (VOC) research is something you're also likely quite curious about.But what is VOC research, how do you get it, and more importantly, how do you use it in your business?In this episode, I interview brand voice expert Melissa Payne and we cover everything you're wondering about voice of customer research and how it relates to all the brand messaging work you've been doing in your business.Mentioned in this episode on voice of customer research:The series on Customer Experience we just did on the podcastMelissa shared the most recent French provincial recipe she's tried. Chicken breast with orange tarragon sauce Lyonnaise potatoesand creamed leeks(If you're having trouble accessing the links, make sure to come over to erinollila.com/podcast for clickable links)Get to know Melissa betterMelissa Payne (she/her) is maybe the most meta copywriter in the universe: a copywriter for copywriters. As a brand voice, quiz strategist, she helps copywriters and introverted women in business create wild brand love with evergreen quizzes, email sequences and jaw-meet-floor Brand Voice Maps that uncage your true brand voice.She moonlights as a VOC researcher for other cool copywriters and they love it. Melissa has worked with A-list copywriters like Prerna and Mayank Malik of Content Bistro, Eman Ismail and Bree Weber. For more on Melissa Payne, and to learn more about her ethical stance, Brand Voice Cartography and Obsession Oracle quiz packages, stop by her website: storyscoutdigital.com.Learn more about Erin OllilaAs always, you can read the full show notes at erinollila.com/podcastReach out to continue the conversation: https://erinollila.com/podcast and https://instagram.com/erinollila

In today's episode, we chatted with Cynthia Kellam, Global Senior Director, Digital, Data and Customer Experience Center of Excellence at TE Connectivity, again to discuss how collecting and using digital data can create better customer experiences. She explains their journey of building a better Voice of Customer system to help all business units in TE Connectivity make customer-focused decisions. Cynthia explains how she avoids survey fatigue, uses automation techniques, and visualizes data for actionable success.

Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it's safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program. Here's what we learned: VOC works best when it's not a real-time escalation program, but instead focuses on trends over time.VOC teams should be “really curious about why the overall experience is the way it is for customers. They should be able to dig around and look at the interconnectedness of what's going on in the organization that's trickling down to the customer.” It's essential to evaluate and ask questions about how teams use VOC data like whether PMs use it to make roadmap justifications, reach out to ask questions during the research process, or if VOC data is collected during BETA releases to ultimately inform the finished feature. And much more!Resources: Connect with Kevin on LinkedIn-----Spot expansion and risks based on customer responsesTry Nuffsaid for free today

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

Words are powerful. As marketers, we know this is true. Yet so many businesses struggle to find the right message. If you want to unfuck your messaging, you've got to lead with the customer.   So, what does this mean, exactly? Messaging Strategist and Conversion Copywriter, (and the founder of Lion Words), Diane Wiredu, reveals everything you need to know about creating customer-focused messages in this episode of Marketing Unfucked. Diane helps scaling SaaS and B2B companies simplify their message, attract more perfect-fit customers and get better results from their marketing. With a focus on customer research and brand strategy, she blends the art of storytelling with conversion-focused techniques to help her clients stand out from the crowd. Tune in to find out how to get inside your customers' minds so that you can create powerful messaging that speaks to your ideal customer.   In this episode: ·      00:25 – Why your marketing messages should always ‘lead with the customer'·      01:08 – The problem with copying your competitors instead of sharing messages your customers need to hear·      03:11 – How fear stops marketers from creating truly unique messaging ·      04:35 – Why you need to focus on a specific message that speaks to your target customer·      06:01 – What it means to ‘start small' when it comes to your messaging·      07:33 – How to identify and create an ideal customer persona·      09:09 – How Diane helps business owners identify their customer persona·      11:43 – The benefits of supplying copywriters with additional information ·      15:32 – Tips to help you focus your messaging on the customer·      17:32 – How and why you should validate your messaging·      18:55 – How to unfuck your marketing by delivering customer-focused messages  If you enjoyed this episode and want more insider tips to help you unfuck your marketing and run a business that gives a shit, please subscribe to the Marketing Unfucked podcast. Resources: ·      Jobs-to-be-Done Framework·      LionWords website ·      Newsletter sign-up·      LinkedIn (Diane Wiredu)·      Twitter (@dianewiredu)·      Free resource: Voice Of Customer research template + interview and survey questions·      Free resource: 27-point High-Converting Landing Page Checklist  

If you want to read Steve's excellent allegorical tale about life, love and leadership you can find it here. The Monkey and the MaizeTo schedule your strategy session with me and build a no obligation plan to solve your leadership current challenge, Connect with me here at Developing Leaders Inc.

Live from WEFTEC 2021 in Chicago, Brian Geegan, Director of Marketing for Xylem Rental and Service Solutions, and Kristen King, Director of Marketing for Xylem Water Utilities, join the show to discuss the art and science behind voice of customer research, its meaning and value, and how insights from the field are applied to product and service development and marketing. Geegan and King share what goes into a detailed voice of customer process, how marketing data and campaigns can support sales teams, and more.   Watch all WEFTEC 2021 presentations featuring Xylem experts on-demand now: https://www.xylem.com/en-us/about-xylem/newsroom/weftec-2021/

Robert Helstrom, Sr VP of Marketing at Sightly, a digital marketing technology and services firm, talks Jeremy Shere, Founder & CEO of Tribal Knowledge Podcasting, about developing a Voice of the Customer program.Highlights:The value of Voice of the Customer program feedback and strategies for using the dataHow the program enables Robert and his team to learn more about their market and audienceThe first steps toward creating a Voice of the Customer ProgramLearn more about Sightly Connect with Robert on LinkedIn

In today's episode, I'm talking about voice of customer data – what it is, why you need it and where you can find it. Listen in to learn why making sure your copy, messaging, content and EVERYTHING you say in your marketing is aligned with how your ideal clients think and speak is so important. If you've ever wondered what's getting in the way of your message fully resonating with your ideal clients, then listen to this episode. For more tips & insights, come connect with me on Instagram @ciaragigleux

Today's writer asks us about voice of customer research. And so we talk about the power of VOC research, why it matters, how we each do it and how it sets conversion copywriters apart from other copywriters. What's really the power behind VOC? Let's dig in.