Podcasts about voice of the customer

Here is the AI generated discussion of my post, "What Happened To 'Voice Of The Customer?'"  It's really outstanding, they bring more life to the article.  Be sure to listen, Enjoy! Here's the link to the original article:  https://partnersinexcellenceblog.com/what-happened-to-voice-of-the-customer/ 

Guest: Eli Portnoy, Founder & CEO at BackEngineAs B2B SaaS companies scale, they often lose touch with the customers who got them there.In this episode, Eli Portnoy, founder and CEO of BackEngine, sits down with Ken Lempit to talk about the critical breakdown in customer feedback systems—and how generative AI can help leaders hear what really matters.We unpack: ✅ Why customer feedback loops break as SaaS companies grow✅ The hidden costs of misaligned feedback channels and weak ownership✅ How AI can synthesize 100% of customer interactions—without surveys✅ What separates elite SaaS companies from the rest when it comes to NRR and churn✅ Why CS leaders are uniquely positioned to become strategic feedback ownersEli also shares the story of losing his biggest customer before a major fundraise—and the moment he realized feedback was everyone's problem, but no one's job.If you're a CMO, CRO, or CS leader building a feedback-driven growth engine, this is a conversation you won't want to miss.---Not Getting Enough Demos? Your messaging could be turning buyers away before you even get a chance to pitch.

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark, the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age.Fran's journey to entrepreneurship wasn't linear. He began in finance at a major bank but quickly realized the corporate world wasn't for him. Driven by a desire to innovate and execute quickly, he pivoted into the startup world, embracing the highs and lows along the way. After working across sectors including biotech, risk and compliance, and e-commerce, he found his calling in software — drawn by the rapid feedback loops and opportunity for fast-paced innovation. Inspired by his supportive wife and parents, Fran took a leap of faith, second-mortgaged his home, and founded Hark.So, what is Hark? Fran explains that Hark was born from a realization that customer communication was evolving rapidly. While people freely share stories on social media, brand interactions remained stuck in outdated forms and text-based surveys. Hark changes that by enabling customers to share feedback via audio, video, screen share, and text — creating a multimodal, emotionally rich experience that makes people feel truly heard.Hark not only captures more meaningful customer stories, but also analyzes them to extract trends and insights across departments. The platform facilitates faster feedback loops and deeper cross-functional collaboration — turning traditional customer feedback into an engaging, action-driven experience that transforms how teams operate.Fran shares powerful use cases where Hark has driven real change. In one example, a beauty brand identified a pump issue that was initially thought to be a product defect. Through Hark's insights, they discovered it was actually a fulfillment problem — saving time, money, and improving the customer experience. Another eyewear company revamped its NPS strategy, using Hark to elevate promoters into champions, fostering brand loyalty in ways they'd never seen before.When asked about tools he can't live without, Fran points to ChatGPT, noting its versatility in helping him brainstorm, optimize operations, and make strategic decisions — effectively serving as his go-to AI business partner.Books that have influenced him? "The Four Agreements" by Don Miguel Ruiz stands out for helping him tune into what truly drives personal happiness and freedom, a mindset he carries into both life and leadership.What's Fran excited about right now? Both professionally and personally, a lot. He's energized by the accelerating pace of AI innovation, especially how it's reshaping product development and testing. Personally, raising three young kids under six keeps him grounded and present, giving him fresh perspective every day.On staying motivated, Fran emphasizes self-awareness, structure, and support. He prioritizes sleep, exercise, and quality time with his family. He also works with a coach and practices meditation to stay mentally clear and present — knowing that founder life is a marathon, not a sprint.His favorite quote? One from his mom: “This isn't a dress rehearsal, this life.” It's a reminder to be bold, stay grounded, and live intentionally — a philosophy he carries with him into every business decision.Connect with Fran:Fran Brzyski on LinkedInHark on LinkedInTune in to learn how Fran is disrupting customer feedback

Who coaches PMs if Directors or CPOs don't understand how features get built? ...or don't understand how to build a strategy?Join Product Manager Brian Orlando and Enterprise Business Agility Coach Om Patel as we analyze Ravi Mehta's PM competency framework and debate which skills actually matter at each level of product management!#ProductManagement #Leadership #ProductStrategyREFERENCES"How to Become a Peak Product Manager" by Ravi Mehta: https://www.ravi-mehta.com/product-manager-skills/= = = = = = = = = = = =LINKS Arguing Agile: http://arguingagile.comYouTube: https://youtu.be/d9byEWuGbBoSpotify: https://open.spotify.com/show/362QvYORmtZRKAeTAE57v3Apple: https://podcasts.apple.com/us/podcast/agile-podcast/id1568557596= = = = = = = = = = = =Toronto Is My Beat (Music Sample)By Whitewolf (Source: https://ccmixter.org/files/whitewolf225/60181)CC BY 4.0 DEED (https://creativecommons.org/licenses/by/4.0/deed.en)

The latest RNIB Voice of the Customer survey is focusing on the experiences of blind and partially sighted people around volunteering.  The Research and Insight Team would like to hear about your motivations, barriers, and what might encourage you to volunteer. Even if you don't volunteer, your input is invaluable in understanding your decisions and what could inspire you to get involved with a volunteering opportunity in the future. RNIB Connect Radio's Toby Davey was joined by Robin Kay, RNIB Research and Insight Officer to find out more about the Voice of the Customer Survey and why this time the team are looking at volunteering as a blind or partially sighted person.  To find out more about the Voice of the Customer Survey, take part and give your comments and feedback on volunteering do either email customervoice@rnib.org.uk or fill in the following online form - https://www.surveymonkey.com/r/RW39PQJ  (Image shows RNIB logo. 'RNIB' written in black capital letters over a white background and underlined with a bold pink line, with the words 'See differently' underneath)

In this episode of The Kula Ring, Casey Cheshire introduces the concept of "Disconnected Marketing," the slow, creeping separation between marketers and their customers caused by over-reliance on tech and automation. Casey shares how launching a podcast helped him reverse that disconnect by creating real, human connections with customers, starting relationships with generosity rather than a sales pitch. Alongside hosts Carman Pirie and Jeff White, Casey explores the importance of knowing your customers by name, and even more critically, understanding their real pains and challenges. They discuss how podcasting serves as a powerful tool to foster reciprocity, build authentic relationships, and bring marketing teams back to their foundational role as the voice of the customer. For B2B manufacturing and beyond, this conversation is packed with insights on how marketers can reconnect with the people they serve and create genuine growth opportunities.

The RNIB Voice of the Customer Tracker survey is a regular survey for blind and partially sighted people, whether registered or not, to share their views on a range of topics and help to shape the work that the RNIB does around access and inclusion for people living with sight loss.  Topics that have been covered in past Tracker Surveys have included: technology, cost of living, financial inclusion, mental wellbeing, rehabilitation and social relationships. RNIB Connect Radio's Toby Davey was joined by Robin Kay, RNIB Research and Insight Analyst to talk about the latest Tracker Survey which will be focusing on blind and partially sighted people's experiences surrounding a range of areas including eye care, getting around, employment and financial inclusion amongst others. To find out more about the latest RNIB Voice of the Customer Tracker Survey and how to get involved do either call the RNIB Helpline on 0303 123 9999 or email research@rnib.org.uk (Image shows RNIB logo. 'RNIB' written in black capital letters over a white background and underlined with a bold pink line, with the words 'See differently' underneath)

Welcome to our Special Mix! This episode brings together the latest strategies in customer loyalty, hidden revenue optimization, marketing, analytics, and more. If you're an e-commerce brand looking to strengthen your competitive edge, these expert interviews will guide you toward success.

I never expected the term “branding” or “brand” to be part of my lexicon, but here we are in 2025 where it seems that “branding yourself” and “what is your brand” are common concepts to discuss. Trying to figure out which version of me will “land” or resonate with not just my “audience”, but anyone. Iconic brands are something that seem to last forever in our minds. What are some of the iconic brands? Apple. Coca-Cola. IBM. Lego. McDonalds. Doesn't mean that we even like or use these products. But we for sure recognize those brands. Another one of those iconic brands is Harley-Davidson. You might not ride a motorcycle, but you know what Harley-Davidson is and what it represents. But it is not as if Harley-Davidson has been one brand throughout its existence. It has gone through some different iterations of what it is, and how it is seen. But within all of those changes has been a constant of what it was trying to represent. To explore the brand known as Harley Davidson, we welcome Ken Schmidt to the ExD Studio. Ken originally wanted to be in advertising, but ended up in public and investor relations. His journey in the profession saw him end up as director of communications for Harley-Davidson, where he was involved in the company's turnaround.Part of that turnaround involved changing the perception of Harley-Davidson, while also keeping the perception of Harley-Davidson. Harley has been around since 1903. It was doing exclusive production for the military in World War II. When some of those soldiers returned, they wanted to still ride motorcycles. And some of those soldiers had a bit of a hard time re-integrating into polite society. Thus we get groups known as outlaw motorcycle clubs, and movies that imprinted that connection in people's minds.Now Harley-Davidson is the motorcycle of a very diverse customer base. You can't characterize the “Harley rider” other than a person who like comfort, aesthetics, reliability, and yes even noise as part of their riding experience. We cover a lot of ground in this chat, including voice of the customer, inclusive design, branding and identity, the psychology of choice, and the challenges of changing how you are seen while trying to keep who you are. We also talk about his book “Make some noise: The unconventional road to dominance.”I will also add that this conversation was before Harley-Davidson publicly announced it would rollback “DEI initiatives,” including partnering with pride festivals and connections with diversity-related groups.  In terms of how it relates to my conversation with Ken, this last paragraph from Harley is definitely relevant: "We believe having both a broad employee and customer base is good for business and that ultimately everybody should experience the joy of riding a Harley-Davidson. We remain committed to listening to all members of our community as we continue on our journey together as the most desirable motorcycle brand in the world."Ken Schmidt: https://kenspeaks.com/Ken Schmidt LinkedIn: https://www.linkedin.com/in/ken-schmidt-5b08115/"Make Some Noise" book Link

Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it's designed to respect a consumer's boundaries? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.Key Moments:00:00 Introduction01:43 Human-Centered Innovation at LG03:59 Voice of Customer Program Enhancements06:04 Game-Changing Data Sources07:30 Integrating Marketing and Customer Support08:56 Challenges in Cross-Functional Collaboration10:30 Impact of Executive Alignment 11:25 The Next Phase of LG 13:24 Customer-Centered Innovation 14:47 Proactively Providing Customer Solutions16:10 LG's Philosophy and Brand Story21:37 Key to Identifying Campaign Effectiveness24:25 Basics of Integrating Customer Feedback 26:23 The Power and Purpose of LG Nova32:04 B2B Segment Focus Brings New Opportunity 34:29 Challenges in the Home Appliance Industry40:36 What We Can Learn from Chewy's Customer Service42:45 Advice Every CX Leader Must Hear–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

In dieser Folge diskutieren Christine Krimmel (CX Agentur), Anna Steinhage (Medallia), Robert Horndasch (cxomni) und Oliver Kern (Skopos Connect) den Zustand von CX Management in der DACH Region. Wir stellen uns die Frage, ob wir uns angesichts der neuen technischen Möglichkeiten zu Tode analysieren. Und wir zeigen aus ganz unterschiedlichen Perspektiven auf, wie man wirklich spürbar im CX Management weiterkommt.▿ Alle Links und mehr Informationen findest du auf der Website www.cx-talks.com und in den ►Shownotes auf Spotify (Abonnenten des Podcasts), Apple ("Website der Episode"), alternativ auf https://cx-talks.podigee.io

Hello, welcome to the Safety Culture Excellence podcast, hosted by Shawn Galloway, CEO of ProAct Safety.    This week's podcast is about the "Voice of the Customer." Does your organization solicit, listen and respond to employee input?      I hope you enjoy the podcast.  Have a great week!    Shawn M. Galloway Join the quarterly network discussion with Shawn Galloway on Dec 20th. https://proactsafety.com/events/60-minutes-on-safety-excellence 

Market Proof Marketing · Guest Ep: The Voice of the Customer With Allison Babin In this episode, Kevin Oakley is joined by Allison Babin, Director of Marketing with Manuel Builders in Louisiana. Sharing a common passion for personal growth and development, they highlight the importance of celebrating the little wins, doing the right thing for homeowners, and a marketer's role in personalizing and humanizing the building process. Kevin and Allison discuss: Allison's background, and her passion for personal development and self growth The misconception of personal growth in the business worldThe advantages of working in the homebuilding industry Embracing mistakes that happen along the way with the customer at the forefront Investing the time and energy to be the voice of the customer through personal touchpoints Knowing your data, and being able to communicate that to executives Managing healthy conflict among team members ... and more! Like and subscribe on your favorite platform! The post Guest Ep: The Voice of the Customer With Allison Babin appeared first on Online Sales and Marketing for Home Builders - DYC.

In der heutigen Folge geht es um die Orchestrierung der Customer Journey und wie sie durch Kundenfeedback aus Voice of the Customer Systemen nochmal auf ein ganz neues Niveau gehoben werden kann. Das Ganze garniert mit Praxisbeispielen und auch für Nicht-Techniker in gut nachvollziehbarer Sprache.▿ Alle Links und mehr Informationen findest du auf der Website www.cx-talks.com und in den ►Shownotes auf Spotify (Abonnenten des Podcasts), Apple ("Website der Episode"), alternativ auf https://cx-talks.podigee.io

There are many ways that blind and partially sighted people can get involved in the work that the RNIB does around making a more inclusive society for visually impaired people and even shape the future of the RNIB too.   One way is through taking part in the regular Voice of the Customer Focus Group meetings and the most recent meeting was all about relationships and social networks. RNIB Connect Radio's Toby Davey was joined by Robin Kaye from the RNIB's Insight and Customer Voice Team and Alison, a visually impaired focus group member, to find out more about the most recent focus group meeting which was all about relationships and social networks. For more information about the RNIB research programme and the Voice of the Customer Focus groups do either email customervoice@rnib.org.uk or call the RNIB Helpline on 0303 123 9999. (Image shows RNIB logo. 'RNIB' written in black capital letters over a white background and underlined with a bold pink line, with the words 'See differently' underneath)

In this episode of Getting to Aha!, Darshan Mehta is joined by Rick Denton, Managing Principal at EX4CX. Join them as they discuss how businesses can improve customer experience by leveraging feedback and data, the importance of combining process improvement with a customer-centric approach, and the alignment of customer experience (CX) efforts with business objectives.

We sat down with Alan Hale, president of Consight Marketing Group, to discuss the importance of voice of the customer (VOC) research for B2B companies. Alan is a true expert in the field, and he shared his insights on why customer obsession should be the North star for any business.According to Bain & Company, only 21% of B2B companies identify and act on customer insights. That's a shockingly low number, and it's one of the main reasons why so many businesses fail to succeed in the marketplace. VOC research allows you to make better business decisions, minimize the risk of failure, and differentiate yourself from the competition.Alan breaks down the right way to conduct VOC research, emphasizing the importance of taking an outside-in approach and truly understanding your customers' needs, pain points, and expectations. He also highlights the limitations of relying solely on surveys and why qualitative research is crucial for gaining deeper insights.Tune in and learn:+ The 80/20 rule: Why you should focus on your best customers+The 10-30-90 rule: Continuous customer touchpoints for success+ Practical examples of how VOC research has helped businesses thriveWhether you're a marketer, business owner, or anyone interested in understanding your customers better, this episode is a must-watch. Alan's wealth of knowledge and real-world examples will open your eyes to the power of customer obsession and the potential pitfalls of marketing malpractice.-----------------------------------------------------SUBSCRIBE to our channel: https://www.youtube.com/@theb2bplaybookSUBSCRIBE to our newsletter: https://theb2bplaybook.com/newsletter/GET the latest CONTENT: https://theb2bplaybook.com/-----------------------------------------------------00:00:00 Marketing Malpractice: The Shocking Truth About B2B Companies00:05:10 The Importance of Voice of the Customer (VOC) Research00:10:20 Taking an Outside-In Approach: Putting Customers First00:15:30 The Right Way to Do Voice of the Customer Research00:20:40 Why Surveys Alone Aren't Enough for VOC Research00:25:50 The 80/20 Rule: Focus on Your Best Customers00:31:00 A Practical Example: Helping a Company Enter the U.S. Market00:36:10 The Power of Customer Obsession: Closing the Loop00:41:20 Overcoming Objections: Why VOC Research Is Worth It00:46:30 The Importance of Getting Buy-In from Customers00:51:40 The 10-30-90 Rule: Continuous Customer Touchpoints00:56:50 A Red Flag Example: Saving a Major Account01:02:00 Key Takeaways: Customer Obsession Is the Path to Success-----------------------------------------------------

There are many ways that blind and partially sighted people can get involved in the work that the RNIB does around making a more inclusive society for visually impaired people and even shape the future of the RNIB too.   One way is through taking part in the regular Voice of the Customer Focus Group meetings and the most recent meeting was all about Mental Wellbeing. RNIB Connect Radio's Toby Davey was joined by Robin Kaye from RNIB's Insight and Customer Voice Team, Bryonie who is visually impaired and took part in the recent Voice of the Customer Focus Groups plus Amanda Hawkins from RNIB's Mental Health Services.  For more information about the RNIB research programme and the Voice of the Customer Focus groups do either email customervoice@rnib.org.uk or call the RNIB Helpline on 0303 123 9999 (Image shows RNIB logo. 'RNIB' written in black capital letters over a white background and underlined with a bold pink line, with the words 'See differently' underneath)

In this curated episode of the Revenue Builders Podcast, John McMahon and John Kaplan are joined by Dan Barrett, Executive Vice President of Customers at MongoDB. Dan shares his journey of evolving MongoDB's customer success strategy from a reactive to a proactive approach. He discusses the importance of hiring the right profiles, implementing disciplined processes, and understanding the nuanced root causes of customer churn. This conversation is a must-listen for anyone involved in customer success or looking to enhance their customer-centric strategies.KEY TAKEAWAYS[00:00:36] Transition from Reactive to Proactive Customer Success[00:01:01] Implementing a Disciplined Process to Identify and Address Risks[00:02:30] Balancing Skill and Will in Hiring and Developing Customer Success Teams[00:04:47] Key Attributes for Successful Customer Success Managers (CSMs)[00:06:21] Common Pitfalls in Customer Success Leadership[00:08:24] The Complexity of Understanding and Addressing Customer Churn[00:09:46] The Importance of Truly Listening to the Voice of the CustomerHIGHLIGHT QUOTES[00:01:54] "The earlier you engage with the customer, the better chance you have of fixing their problems and getting them happy."[00:02:54] "Part of it was a skill thing, but part of it was also a will thing. Do people actually want to be doing that kind of job?"[00:05:34] "The biggest strength of a great CSM is that they just want to go above and beyond for their customers."[00:07:31] "Customer success is not a silver bullet to a product that doesn't work or doesn't have product-market fit."[00:08:43] "Most churn situations are much more complicated and nuanced than a single subcategory."[00:10:33] "There is no substitute for actually talking to customers and understanding what really went wrong."Listen to the full episode with Dan Barrett through this link: https://revenue-builders.simplecast.com/episodes/an-outcome-mentality-the-right-way-to-approach-customer-successCheck out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/

A new report has been released around blind and partially sighted people's mental health following diagnosis. David Hogg spoke to Vivienne Francis to find out more.

Host Yolanda Fintschenko, executive director of Daybreak Labs and i-GATE Innovation Hub,  and guest co-host Hazel Wetherford, Deputy City Manager for the City of Dublin, talk with Chun Jiang, CEO and co-founder of Monterey AI, an early stage startup located in Dublin, CA. Co-founders Chun Jiang and Ben Kramer joined Y Combinator Summer 2022. During the batch, Monterey AI started with a simple generative documentation tool for the product team. It became clear there was a bigger opportunity - voice of the customer, at scale.  In mid-2023, they launched copilot for product insights. Monterey AI is building the AI's first product analytics platform for qualitative data, disrupting multi-billions market. Aggregate, triage, and analyze user feedback, tickets, conversations, surveys, and transcripts  - smarter, together, and at scale. Monterey AI is the most powerful AI native insights platform for decoding the next growth opportunities.To get in touch with Chun,  find her  on LinkedIn and Twitter. You can view this episode on our Startup Tri-Valley YouTube channel. 

Dave's guest on today's show  is Leah Logan, General Manager, Retail Media at Inmar Intelligence.  Leah has been working within the retail media space for over 15 years.  They discuss why you don't need to have all of the answers all of the time (10:39), an overview of Inmar Intelligence (11:39), why VoC is so important (16:20), 3 areas that brands are placing a big focus on (23:34), and how to tailor campaigns to reach "dual decision-makers" (28:53).Connect with Leah on LinkedIn: https://www.linkedin.com/in/leah-logan-a595668/Contact Inmar Solutions: solutions@inmar.comTake advantage of a special offer from It'sRapid and get a free image, video or banner ad by emailing sales@itsrapid.io with code "BEYOND2024"Learn more about ItsRapid: https://itsrapid.ai/Theme music: "Happy" by Mixaud - https://mixaund.bandcamp.comProducer: Jake Musiker

In this episode, Kate Kompelien discusses her process for building a customer experience (CX) strategy and how companies can use a customer-centric approach to achieve revenue growth. The conversation explores the link between CX and revenue, as well as the importance of measuring and tracking customer feedback to drive improvements. Kate also highlights the role of technology in aligning customer-facing teams to enhance the customer experience.Episode Highlights01:01 Challenges in Building Customer Experience Strategy03:19 Overcoming Roadblocks in Implementing Customer Experience06:44 The Link Between Customer Experience and CRM12:24 Defining CX Strategy and Technology Scoping15:12 Understanding Current State and Future State Experience20:24 Consolidating Ideas and Creating Roadmaps22:20 Customer Experience in B2B and B2C25:13 Who Owns Customer Experience?27:32 Tying Customer Experience to Revenue30:51 Designing a Measurement Program for Customer Experience35:13 The Role of CFOs in Customer Experience39:27 The Bowtie Funnel and Customer RetentionFind more at revopschampions.com

The Founder & CEO of Raven Intelligence, Bonnie Tinder, along with Mercer Senior Principal, Jim Holincheck, join Jess Von Bank and Jason Averbook for this special epeisode of the Now of Work Digital Meetup! They talk about all things Enterprise Software Implementation, Projects & more! Raven Intelligence is a free online community that helps customers select the best consulting partner for their HR software project and ensure success. It was created to help customers make an informed decision about their Enterprise Software Implementation partner. As someone who has been in the HR Technology space for 25+ years, Bonnie saw a need to help raise awareness and transparency into project work. While analysis on cloud software features and functions is voluminous, the analysis of the actual project work to get those systems implemented was non-existent…until now. Raven Intelligence is fulfilling that need, while making the selection process easy & more fun. Choose your partner confidently knowing all of your options. Jim Holincheck has more than 30 years of experience in the HCM technology industry. He has spent his entire career working with customers to strategize, select, implement, support, and optimize their usage of enterprise applications. He leads our Workforce and HR Technology practice. As a seasoned industry veteran, Jim brings a wealth of practical insight to the role.Before joining Mercer, Jim joined Workday in 2012 and led Services Strategy and Marketing before moving into the product management organization to launch the Customer Deployment (Adoption) Applications team. Tune in!

Today, our guest is Kristin Dorsett, Chief Product Officer at Viator, a Tripadvisor company and online marketplace for travel experiences. On today's episode, LogRocket's VP of Marketing Jeff Wharton talks with Kristin about how knowing her customer well helped her forge a path into product management, cultivating a portfolio of different strengths, how she plans and executes big-bet projects, and how she leveraged voice-of-the-customer data to drive impactful product changes. Kristin was previously in product leadership at Tripadvisor and, earlier in her career, held several roles at HomeAway developing products and services for vacation rental owners and property managers. Links https://www.linkedin.com/in/kristindorsett/ https://blog.logrocket.com/product-management/leader-spotlight-kristin-dorsett/ What does LogRocket do? LogRocket combines frontend monitoring, product analytics, and session replay to help software teams deliver the ideal product experience. Try LogRocket for free today. (https://logrocket.com/signup/?pdr) Special Guest: Kristin Dorsett.

There are many ways that blind and partially sighted people can get involved in the work that the RNIB does around making a more inclusive society for visually impaired people and even shape the future of the RNIB too.   One way is through taking part in the regular Voice of the Customer Focus Group meetings and the most recent meeting was all about Vision Rehabilitation. RNIB Connect Radio's Toby Davey was joined by Charlene Kerr-Spencer, Insight Officer (from the RNIB Insight and Customer Voice Team along with Abu, a visually impaired focus group member to find out more about the most recent focus group meeting which was all about emerging technology. For more information about the RNIB research programme and the Voice of the Customer Focus groups do either email customervoice@rnib.org.uk or call the RNIB Helpline on 0303 123 9999. (Image shows RNIB logo. 'RNIB' written in black capital letters over a white background and underlined with a bold pink line, with the words 'See differently' underneath)

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.

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.Join the discussion about the importance of an integrated feedback approach, where the good, the bad, and the innovative come together to give a 360-degree view of what your customers truly experience. Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. So, if you're ready to turn the tide on negative feedback and use it to your organization's advantage, this conversation is a must-listen. Tune in and empower yourself with strategies that ensure every piece of feedback is a stepping stone to elevating your customer experience.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Mark Allen Roberts is a sales and marketing guru with a 35-year legacy of success at companies like the Timken Company and Frito Lay. He is the author of "Branding Backwards" and has been honored by the National Association of Sales and Marketing. Mark is known for his expertise in human-to-human selling and helping companies drive explosive growth.SHOW SUMMARYIn this episode of Selling From The Heart, Mark Allen Roberts emphasizes the need for sales professionals to have worthy intent and genuinely care for their customers. Mark shares stories of companies that achieved explosive growth by understanding their customers' problems and providing solutions. He also provides practical tips for sales professionals, including the importance of asking good questions, listening to customers, and building relationships with key decision-makers and influencers.KEY TAKEAWAYSSelling from the heart means having worthy intent and genuinely caring for customers.Understanding customers' problems and providing solutions is key to driving explosive growth.Sales professionals should ask good questions, listen actively, and build relationships with key decision-makers and influencers.QUOTES"Selling from the heart is about authentically caring for people, serving others, and not worrying about hitting your sales numbers.""The more you know about your customers, the more you grow with your customers."Learn more about Mark Allen Roberts: LinkedIn: https://www.linkedin.com/in/markaroberts/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/ Got a video about how you sell from the heart? Share it by texting VIDEO to 21000.Please visit BarnesandNobles to order your copy of the rerelease of the Selling from the Heart book. SUBSCRIBE to our YOUTUBE CHANNEL! https://www.youtube.com/c/sellingfromtheheartPlease visit WHY INSTITUTE:https://whyinstitute.com/Please go to WORK BETTER NOW:https://www.workbetternow.com/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/dailyCheck out the 2023 Authentic Selling Challenge:https://authenticsellingchallenge.com/Get your Insiders Group FREE PASS here:https://www.sellingfromtheheart.net/free-pass

#Nisha, Dan, and Prateek explain the ideas of the Voice of the Process and the Voice of the Customer. Is your Sprint length VoP or VoC?

There are many ways that blind and partially sighted people can get involved in the work that the RNIB does around making a more inclusive society for visually impaired people and even shape the future of the RNIB too.   One way is through taking part in the regular Voice of the Customer Focus Group meetings and the most recent meeting was all about Vision Rehabilitation. RNIB Connect Radio's Toby Davey was joined by Lily Bond, Insight Officer (from the RNIB Insight and Customer Voice Team along with Charmaine, a visually impaired focus group member to find out more about the most recent focus group meeting which was all about the provision of vision rehabilitation services. For more information about the RNIB research programme and the Voice of the Customer Focus groups do either email customervoice@rnib.org.uk or call the RNIB Helpline on 0303 123 9999. Image: RNIB Connect Radio Bright Green 20th Anniversary Logo

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. We examine the power of prioritization in addressing persistent issues and underscore the value of viewing criticism as an opportunity for improvement rather than a personal affront.But the conversation doesn't end there. We dive deeper into the steps you can take to handle negative feedback in a way that not only provides a solution but also enhances the overall customer experience. We emphasize the importance of respectful acknowledgment, an authentic apology, clear communication about resolution efforts, offering compensation, and demonstrating commitment through follow-up. Learn how negative feedback can be a catalyst for process improvements, employee training, and product enhancements. As we wrap up, we explore the profound impact of a mindset shift, and how establishing the right strategy and tools can lead to an optimum customer experience. Tune in and gain valuable insights to better understand your customers, their experiences, and how to turn criticism into positive change.Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookLearn more about CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode of The AI for Sales Podcast, host Chad is joined with Rohan Sampath, founder and CEO of CoPilot, joins the AI for Sales podcast to discuss how AI can provide unparalleled deal visibility and sales coaching. He explains that the current state of conversational intelligence is focused on keyword matches and talk ratios, but the future of AI in sales is about understanding the voice of the customer. CoPilot uses large language models to analyze customer conversations and provide insights on what customers are saying and how sales reps are responding. This allows sales leaders to make data-driven decisions and coach their teams more effectively.KEY TAKEAWAYSThe future of conversational intelligence is about understanding the voice of the customer and analyzing customer conversations at scale.AI can provide insights on what customers are saying and how sales reps are responding, allowing sales leaders to make data-driven decisions.CoPilot helps sales teams understand the voice of the customer by analyzing conversations and identifying common themes and objections.AI can also be used to automate content creation and marketing efforts, making it more efficient and cost-effective.The impact of AI on jobs will vary, but content creation roles are likely to be disrupted as AI can generate content at a lower cost.QUOTES"The best in class and what was considered conversational intelligence was things such as keyword matches, talk ratios, hesitance, etc. The beauty of large language models is really about applying understanding to what is being said in your conversation." - Rohan Sampath"CoPilot is about deeply understanding the voice of the customer by using the latest large language models to analyze customer conversations." - Rohan Sampath"The fight for attention is going to be harder and stronger than ever. Your best bet as an organization is to find deeper and deeper ways to engage with your customers and solve problems for them." - Rohan SampathLearn more about Rohan and connect with him in the links below:LinkedIn: https://www.linkedin.com/in/rohansampath/Website: https://www.copilotup.com/Learn more about AI for Sales with Chad:LinkedIn Group: https://www.linkedin.com/groups/12811259/LinkedIn Personal Page: https://www.linkedin.com/in/chadburmeister/YouTube Channel: https://www.youtube.com/@TheAIforSalesPodcastTikTok: https://www.tiktok.com/@ai4salesFacebook Page: https://www.facebook.com/theaiforsalespodcast/Twitter Page: https://twitter.com/saleshackThe AI For Sales Podcast is sponsored by our proud partners:BDR.ai | https://www.bdr.ai/TruVersity | https://www.truversity.com/

In this episode of the podcast, Grizz sits down with Anna McDonald, Technical Voice of the Customer at Confluent to talk about her OSFF talk: "Enabling Real Time Regulatory Compliance with Kafka Streams and Morphir". We talk about Kafka Streams, Morphir, Open Regulation, and what it's like to figure out your passion for coding at 5 years old. She will be speaking at the Open Source in Finance Forum on November 1st in New York: ⁠⁠https://sched.co/1PzH7 ⁠⁠⁠⁠⁠ Anna McDonald LinkedIn: https://www.linkedin.com/in/jbfletch/ NYC November 1 - Open Source in Finance Forum: ⁠⁠⁠⁠⁠https://events.linuxfoundation.org/open-source-finance-forum-new-york/⁠⁠⁠⁠⁠ 2022 State of Open Source in Financial Services Download: ⁠⁠⁠⁠⁠⁠https://www.finos.org/state-of-open-source-in-financial-services-2022⁠⁠⁠⁠⁠ All Links on Current Newsletter Here: ⁠⁠⁠⁠⁠⁠⁠https://www.finos.org/newsletter⁠⁠⁠⁠⁠⁠⁠ - more show notes to come A huge thank you to all our sponsors for Open Source in Finance Forum New York ⁠⁠⁠⁠https://events.linuxfoundation.org/open-source-finance-forum-new-york/⁠⁠⁠⁠that will take place this November 1st at the New York Marriott Marquis This event wouldn't be possible without our sponsors. A special thank you to our Leader sponsors: Databricks, where you can unify all your data, analytics, and AI on one platform. And Red Hat - Open to change—yesterday, today, and tomorrow. And our Contributor and Community sponsors: Adaptive/Aeron, Discover, FinOps Foundation, instaclustr, mend.io, Open Mainframe Project, OpenJS Foundation, OpenLogic by Perforce, Orkes, Red Hat, Sonatype, and Tidelift. If you would like to sponsor or learn more about this event, please send an email to ⁠⁠⁠⁠sponsorships@linuxfoundation.org⁠⁠⁠⁠. Grizz's Info | ⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/aarongriswold/⁠⁠⁠⁠⁠⁠ | ⁠⁠⁠⁠⁠⁠grizz@finos.org⁠⁠⁠⁠⁠⁠ ►► ⁠⁠⁠⁠⁠⁠Visit FINOS www.finos.org⁠⁠⁠⁠⁠⁠ ►► ⁠⁠⁠⁠⁠⁠Get In Touch: info@finos.org

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

“Your best messaging is often going to be the messaging that a customer gives to you.” -  Aneri Shah   In this episode, Rebecca Kalogeris interviews Aneri Shah, the head of B2B marketing at Ethos and a seasoned product marketing professional.   They delve deep into the importance of understanding your buyers and capturing the 'voice of the customer.' Shah brings forth her experiences from working with tech giants like Microsoft, Meta and insurtech company Ethos to shed light on successful product marketing strategies.   In this episode, Aneri further explains: The vital importance of deeply understanding your buyers for successful product marketing. How and where to utilize the voice of the customer The real value of in-product communication How she uses AI to help with messaging If you want to delve deeper into these topics and understand how to make your products more customer-centric, enroll in Pragmatic Institute's Market course. You'll learn how to thoroughly understand your buyers and how they like to buy so you can build the product marketing strategies that deliver results. Learn More

Join Jeff and Dana as they explore the power of customer advocacy and community engagement in driving customer-led growth. Gain insights into operationalizing customer advocacy, tracking revenue influence, and leveraging authentic customer voices. Don't miss out on this informative discussion!

In this week's Scale Your Sales podcast, my guest is Tonya Bjurstrom, Founder of Dirby. Dirby, the voice of the customer, uncovers the insight you wish you had all along.    Tonya is the voice of the customer for B2B, asking the right questions in the right way at the right time to uncover the insight her clients need. And not only does she understand how to uncover valuable insight, but her programs create a better customer experience.    In this episode, we talked about her program that helps software companies and SMEs improve their marketing messaging, her ways of interviewing clients, and how organisations can find their value, focusing on the voice of the customer.       Welcome to the Scale Your Sales podcast, Tonya Bjurstrom.      Timestamps:  3:10 - Collect data points by having a high-touch one-on-one interview.    5:53 - The things to do for your customer to feel valued.     8:58 - Take action using the data you have     11:55 - "The momentum of assumption"     15:31 - Culture that makes you a customer-driven business    18:11 - The best time to complete a customer survey     21:53 - What's shocking about doing business?     23:30 -  Speak about your product in the way you want your customer to speak of it     25:33 - Make sure you can train somebody with your unique methodology     https://www.linkedin.com/in/tonyabjurstrom/   Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth through customer experience and sales.     Book Janice to speak virtually at your next event https://janicebgordon.com         LinkedIn: https://www.linkedin.com/in/janice-b-...      Twitter: https://twitter.com/JaniceBGordon       Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast       More on the blog https://scaleyoursales.co.uk/blog        Instagram: https://www.instagram.com/janicebgordon       Facebook: https://www.facebook.com/ScaleYourSal...

What are the differences between B2B and B2C insights? And what can these two areas learn from each other? While group dynamics can add layers of complexity to B2B insights work, it all comes down to people at the end of the day. In this episode of The Consumer Insights Podcast, Thor is joined by Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs.

In this episode, I discuss the power of technology to drive superior customer experiences.     Technology must fit together to create an omnichannel experience Great technology enables employees to focus on higher value tasks with guests Technology also allows customers to self-serve with reduced friction   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/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

How to Leverage Customer Feedback to Enhance Every Stage of the Customer Journey Shep Hyken interviews Evan Klein, Founder and President of Satrix Solutions, a customer experience and employee engagement consulting firm. He talks about how businesses can encourage customer feedback and how to leverage that to improve the overall experience. Top Takeaways:   ·      The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience.   ·      A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.   ·      The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience.   ·      Be open to really listening to the customer. NPS is a good way to start understanding your customer's experience with your brand. Adding open-ended questions like “What can make your experience even better?” can give you so much more context and rich feedback.   ·      Survey and ask for feedback from different audiences. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Tailor your surveys with each customer's experience in mind.   ·      Leverage your promoters. Use their feedback for marketing purposes, testimonials, and case studies. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments.   ·      Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Tune in!  Quote:  "Be open for context and find patterns across all the feedback you receive from your customers. Probe and understand customer frustrations. Mobilize your promoters and leverage their feedback to operationalize creating excellent customer service."   About:   Evan Klein is the Founder and President of Satrix Solutions. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ashish Malpani, Head of Global Product Marketing for DX, joins to discuss how product marketers can own the process and become the voice of the customer. They need to understand the nuances of each market & vertical particularly in global cybersecurity brands.

Mandi Hall is a UX researcher who works at Microsoft. In this episode, Mandi discusses doing ambidextrous research (not research about using both hands equally well). Visit https://www.yzziresearch.com/podcast for show notes.

On this episode of The Marketer's Journey, I interview Sandeep Singh Kohli, CMO at Venafi. Coming from a product marketing background, Sandeep has a strong passion for the technology space, and his impressive career reflects that. During our conversation, we discuss concepts like embracing the voice of the customer, as well as realizing the responsibility we have as marketers at every stage of the buyer journey.Check out this and other episodes of The Marketer's Journey on Apple Podcasts, Spotify, and Google Podcasts!Key takeaways from this episode:Do your homework. Venafi is a company that's growing exponentially because so many brands are in need of their solution, so I was curious to know how Sandeep and the team strategized to achieve this. He mentioned that a part of the company's success was just honest luck, but they also committed to doing their homework by really understanding the market, talking to the right people and researching the different buyer personas within the landscape. Keep messaging consistent. Sandeep mentioned that there are two aspects of customer marketing: marketing to customers, which relies on demand gen and growth marketing, and leveraging the customer's voice and advocacy for marketing, which tends to rely on content strategy. As an organization matures and there's a steady flow of opportunities, Sandeep says it's essential that the team remains consistent with its messaging to maintain momentum.The responsibilities of a CMO have shifted. Sandeep noted that over the years, we've witnessed several different generations of marketing, and as the industry has evolved, so have the expectations surrounding the CMO role. Now, CMOs are considered responsible for driving revenue throughout the various stages of the funnel like closing, retention and cross-selling.Learn more about Venafi here: https://venafi.com/ Learn more about Sandeep here: https://www.linkedin.com/in/skohli1/

Are you tired of making assumptions about your customers and coming up short? It's time to ditch the guesswork and get real insights straight from the source. Join Steve as he interviews resident our VOC expert , David Mayo Loomis, on the Voice of the Customer and learn how to truly understand your customers' wants, needs, and pain points.Don't let another day go by without tapping into the valuable insights that your customers have to offer. Start using the Voice of the Customer to make smarter, data-driven decisions.=============Follow Dave on LinkedIn: https://www.linkedin.com/in/davidloomis/Follow Steve:https://www.linkedin.com/in/steveamiller/

The Big Themes:Customer stories at Cloud World 2022: Bonnie praises Oracle for including the voice of the customer in many of the keynote talks at the conference, including Oracle Me HCM customers McDonald's, Marriott, and the Church of Latter Day Saints.Six key takeaways: These three customers talked about their implementation experiences with Oracle HCM technology, and Bonnie wrote up six important insights that other companies considering HR tech upgrades should keep in mind.Fundamentals must come first: Before pursuing HR and HCM software implementation, business leaders must have a strong grasp of processes, personas, and the employee lifecycle and overall experience.The Big Quote: "Role clarity is important... All three organizations felt like it's very important to understand how the team is going to be in the future, in the cloud, because the team infrastructure and what they are responsible to do in a cloud environment is very different than with legacy systems." More from Bonnie Tinder: Connect with Bonnie on LinkedIn or send a message via her Acceleration Economy Analyst page.

End-users are the best source of feedback on a product you are launching. Giving value to the voice of the customer can help you realize opportunities and provide the best solution. In this episode, a Lead Member of Technical Staff at Slack, Shruti Kapoor, talks about how validation and differentiation play into making your solution stand out and ensure that your platform doesn't only analyze data but ultimately affects change or improvement in an organization. Get tips on how you can build a level of trust and leverage your customers' feedback in getting your business to scale. Also, get insights on when and how to connect to Y Combinator and set yourself up for success. Love the show? Subscribe, rate, review, and share! http://stratyve.com/

«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

Only 12% of CX pros rate their voice of the customer (VoC) program's maturity as high or very high. In this episode of What It Means, Senior Analyst Colleen Fazio explains what's blocking success with VoC and how CX professionals can derive value and get stakeholders excited.