Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Top ten 'voice of the customer' best practices

The white paper, entitled 'The Top 10 Voice of the Customer (VOC) Best Practices', details what the companies consider to be the ten most practical ways to implement and build "voice of the customer" (VOC) customer feedback programmes.

The paper discusses the VOC programmes used by industry leaders including Amazon, Best Buy, and Ultradent, and makes recommendations including:

1. Open the gates to customer feedback
   An important part of staying in touch with customer needs and wants is gathering customer feedback such as concerns, complaints, questions, suggestions, and ideas. Companies should strive to gather feedback that is both useable and actionable.
2. Make feedback collection part of the routine
   Companies must not only gather customer feedback on a regular basis, but also respond to it quickly, as consumer behavior can change in an instant. Responding in a timely manner increases the likelihood that a customer will buy again, especially if the company resolves the complaint in the customer's favour.
3. Know what the feedback means
   Customer-centric organisations continually aim to understand what customers are trying to tell them, where customer feedback is coming from, and the underlying factors that are driving customer satisfaction or dissatisfaction. In other words, they understand both the data and the factors that may be affecting that data.
4. Take real and deliberate action
   Companies need to be both organised and prepared to respond to and act on customer feedback. This includes having a systematic feedback programme in place that defines who will respond to the feedback, how and when, and what the company's general policy will be for taking action on customer feedback. They should also evaluate whether or not that action had a positive impact on their customers' experience, loyalty and engagement.
5. Close the feedback loop
   A crucial part of responding to customer feedback is establishing a closed-loop feedback process to ensure that every significant piece of customer feedback receives the level of attention and response that it deserves.
6. Ensure benefits are realised
   Measuring a return on investment (ROI) as well as tangible business outcomes is crucial to gaining support for VOC programmes. Today's best practice VOC leaders actively work to tie their programmes to business outcomes and communicate that data to their company's executive team and employees.

The complete white paper has been made available for free download from Allegiance's web site - click here (free registration required).

"Listening to and understanding the voice of the customer is crucial to restoring consumer trust in businesses and building customer loyalty, engagement and advocacy," concluded Bob Caruso, managing director for Endeavor Management. "Ultimately, it will be the companies that truly listen to their customers that will not only win customers' trust and business, but also set themselves apart from the competition."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)