In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.
Customer Experience Management – What It Is and Why It Matters
For organizations looking to thrive—not just survive—in today’s diversified global market, customer experience management may be just the brand strategy they need.
Best Practices for B2B Customer Experience
The truth is, everyone wants an amazing experience and, while B2B companies lag in delivering this, there is a great opportunity for businesses who invest in developing high-impact customer experience programs.
4 Steps to Designing a Listening Architecture
To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.
Getting the Most out of Customer Journey Maps
A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map.
Is your journey map all process and no emotion?
Without enough outside perspective journey maps can easily become nothing more than process maps that document steps with little emotional insight into customer pain points, frustrations, gaps in service or moments of truth.
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