Voice of the Customer: the Modern Way to Minimize Customer Effort & Exceed Buyer Expectations

What’s the true measure of a business meeting or exceeding customer expectations? It’s the direct and indirect validation customers provide to businesses through their feedback and behavior. Direct validation is observed through voice of the customer (VoC) surveys, which includes online surveys, customer-generated social media content such as Tweets or Facebook posts, customer comments made on phone calls, and responses to email surveys. Indirect validation is observed through customer loyalty, changes in spending habits, and other customer actions, such as repeat patronage.

Between December 2018 and January 2019, Aberdeen surveyed 369 businesses to capture insights on modern customer experience (CX) programs. Findings from this research show that 83% of companies have a formal program in place to capture VoC data through the direct and indirect approaches noted above. Considering such high adoption of VoC programs, we can say that having a VoC program has become necessary to succeed in CX. But if having a VoC program has become a requirement, how can Best-in-Class firms (explained within the sidebar on next page) differentiate themselves from peers without a top-notch VoC program? Research shows there are four sets of capabilities used to accomplish this goal.

100 Comments on “Voice of the Customer: the Modern Way to Minimize Customer Effort & Exceed Buyer Expectations”

  1. Pingback: Netflix bez VPN
  2. Pingback: Netflix
  3. Pingback: designchita.ru
  4. Pingback: YA-krasneyu
  5. Pingback: design-human.ru
  6. Pingback: designmsu.ru
  7. Pingback: vkl-design.ru
  8. Pingback: irida-design.ru
  9. Pingback: projectio
  10. Pingback: psy online
  11. Pingback: uels ukrain
  12. Pingback: DPTPtNqS
  13. Pingback: qQ8KZZE6
  14. Pingback: D6tuzANh
  15. Pingback: SHKALA TONOV
  16. Pingback: chelovek-iz-90-h
  17. Pingback: 3Hk12Bl
  18. Pingback: 3NOZC44
  19. Pingback: 01211
  20. Pingback: tor-lyubov-i-grom
  21. Pingback: film-tor-2022
  22. Pingback: hd-tor-2022
  23. Pingback: hdorg2.ru
  24. Pingback: Psikholog
  25. Pingback: netstate.ru
  26. Pingback: Link
  27. Pingback: psy
  28. Pingback: bit.ly
  29. Pingback: cleantalkorg2.ru
  30. Pingback: bucha killings
  31. Pingback: War in Ukraine
  32. Pingback: Ukraine
  33. Pingback: site
  34. Pingback: stats
  35. Pingback: Ukraine-war
  36. Pingback: movies
  37. Pingback: gidonline
  38. Pingback: web
  39. Pingback: film.8filmov.ru
  40. Pingback: video
  41. Pingback: film
  42. Pingback: filmgoda.ru
  43. Pingback: rodnoe-kino-ru
  44. Pingback: stat.netstate.ru
  45. Pingback: sY5am
  46. Pingback: Dom drakona
  47. Pingback: JGXldbkj
  48. Pingback: aOuSjapt
  49. Pingback: ìûøëåíèå
  50. Pingback: psikholog moskva
  51. Pingback: Dim Drakona 2022
  52. Pingback: TwnE4zl6
  53. Pingback: psy 3CtwvjS
  54. Pingback: lalochesia
  55. Pingback: film onlinee
  56. Pingback: 3qAIwwN
  57. Pingback: video-2
  58. Pingback: sezons.store
  59. Pingback: psy-news.ru
  60. Pingback: 000-1
  61. Pingback: 3SoTS32
  62. Pingback: 3DGofO7
  63. Pingback: rftrip.ru
  64. Pingback: dolpsy.ru
  65. Pingback: kin0shki.ru
  66. Pingback: 3o9cpydyue4s8.ru
  67. Pingback: mb588.ru
  68. Pingback: newsukraine.ru
  69. Pingback: edu-design.ru
  70. Pingback: tftl.ru
  71. Pingback: brutv
  72. Pingback: site 2023
  73. Pingback: sitestats01
  74. Pingback: 1c789.ru
  75. Pingback: cttdu.ru
  76. Pingback: matchonline2022.ru
  77. Pingback: bit.ly/3OEzOZR
  78. Pingback: bit.ly/3gGFqGq
  79. Pingback: bit.ly/3ARFdXA
  80. Pingback: bit.ly/3ig2UT5
  81. Pingback: bit.ly/3GQNK0J

Comments are closed.