Category: Voice of the Customer

Showing all the 15 posts with the category Voice of the Customer

Insurance · Jun 23, 2022

Hear the Voice of the Customer in Insurance: Beyond Claims & Costs

For insurance companies to keep up with the changing expectations of their policyholders, they must be more agile, work faster, and focus on resolving more than claims complaints and costs but also offering a superior customer experience (CX). Insurance providers also often find themselves inundated with large amounts of customer data, a goldmine for improving CX and profiting off high return on investment (ROI), but they simply just don’t know how to effectively leverage it. …

Customer experience · May 19, 2022

Hear the Voice of the Customer in Retail: Why Use VoC in Retail Analytics

Traditionally, retailers have focused more on brand experience and customer experience (CX) to understand customer relationships. Commonly used metrics, such as CSAT and NPS, have allowed businesses to gauge how shoppers feel about certain brand products or services. However, as time progresses, these metrics become not enough. Retailers that really want to succeed today need more. They need data. “The future belongs to those who can collect, aggregate, segment, integrate, visualize and interpret data.” –…

Customer experience · Jan 21, 2022

Voice of the Customer Glossary: Important Terms to Know

With all the interchangeable business terms out there, things may seem a bit hazy at times in trying to understand either what we do as a company. Moreover, just the overall Voice of the Customer (VoC) field. Therefore, it may be helpful for some to become better acquainted with several critical terms and definitions when discussing anything related to improving the customer experience (CX). After all, time and time again, those like Forbes preach the…

Voice of the Customer · Nov 11, 2021

4 Stages of a Successful Voice of the Customer (VoC) Program

Deeply understanding your customers and their overall customer journey is imperative to improving the customer experience. And no one knows it better than Riccardo Osti, Wonderflow’s very own founder and a past executive coach guiding leaders on CX success. So, in this blog post, he shares his insights regarding four key stages for building an effective strategy based on the voice of the customer. “Customer-centric companies are 60% more profitable than companies that don’t…

Voice of the Customer · Oct 07, 2021

From Start to Finish: How to Use the Voice of the Customer (VoC) in Product Development

If you are a product manager or a CEO of a SaaS company, what drives you to create new products? What kind of factors influences your decisions? Do you consider the voice of the customer (VoC) at all? Is customer feedback relevant to your product development process? This article aims to show developers and designers why the voice of customers is critical to new product success. Why is the Voice of the Customer an Integral…

Voice of the Customer · Jul 29, 2021

What common Voice of Customer mistakes are you making?

Adopting Voice of Customer (VoC) best practices means everything now. Learn 6 common Voice of Customer mistakes, plus tips, to succeed.   Companies are increasingly adopting Voice of Customer (VoC) best practices to improve their customer experience (CX). According to Gartner, collecting customer feedback can help reduce retention costs since brands that actively implement VoC programs spend 25% less on retention than those that don’t. Moreover, a study called “The Business Value of Building a…

Voice of the Customer · Jul 15, 2021

Brand Strategy 101: How to Really Listen to Your Customers

Thinking about the customers 24/7 might sound easy, but many brands are still lacking customer-centricity. Start refining your Voice of the Customer (VoC) strategy by discovering what VoC really means, why it matters more now, and 3 key ways to manage successful VoC programs.   (Your brand offerings) (+) (A market’s needs) = Successful Brand That’s the simple formula it takes for businesses today to grow. Or, as Aberdeen Strategy Research spelled out, A +…

Business · Jun 29, 2021

Wonderflow Raises USD$20M in Series B Funding led by Klass Capital

Amsterdam, June 29, 2021 – Wonderflow, a leading Unified VoC Analytics platform, announced today that it has raised USD$20 million in Series B Funding led by Toronto-based Klass Capital – a long term-oriented growth equity firm that invests in enterprise software businesses. Existing investors, including Italian venture capital firm P101, ITALIA 500 (Azimut Group) and renowned Dutch top manager Jan Bennink, also participated in the financing round. Wonderflow makes VoC data valuable for businesses. Today,…

Business · May 11, 2021

NPS vs. CSAT: Importance for Brand Growth

  “Listening to the customer is not an option; it is simply part of our mission,” – says one of our valued customers in a recent Voice of Customer (VoC) interview. With that in mind, expectations of a great customer experience are certainly at an all-time high in 2021. As consumers and businesses alike attempt to overcome pandemic fatigue, they also dream of the day they can laugh in bars and restaurants again with peers. …

predictive analytics customer experience

Customer experience · Apr 21, 2021

Why Predictive Analytics is the Future of CX Marketing

The digital marketing and customer experience landscape is ever-changing. Traditional methods of data analysis, such as surveys, cannot always keep up with new standards. Meanwhile, the long-awaited developments over Predictive Analytics are gradually seeping into the future of customer experience, thanks to advancing technologies. Let’s discover why. Predictive Analytics: The Holy Grail of Marketing The ability to foresee the future is a superpower most people would like to have, but marketers most of all. We…

Business · Apr 15, 2021

Customer interviews: Christian Niederauer, Director of Strategic Insights & Consumer Affairs at Colgate-Palmolive

In this edition of the Voice of the Customer, we welcome Christian Niederauer, Director of Strategic Insights & Consumer Affairs for Europe at Colgate-Palmolive. Colgate-Palmolive is a Fortune 500 global consumer goods company based in the US with around 34,500 employees and revenue in 2020 of $16.5B, serving hundreds of millions of people around the globe. With Christian, we talked about the relevance of customer feedback for the business nowadays, how and why Colgate-Palmolive became…

Customer experience · Apr 07, 2021

How to Measure Value for Customers using innovative Wonderflow tools

Wonderflow participated in the prestigious Forrester Report focused on the best tools for CX Managers to really catch the voice of the customer and measure customer satisfaction. But what is the value for customers and why it is so elusive? What are the best strategies to analyze it and why Wonderflow happens to be so good at it? Let’s see it together.   The Value for Customers is as mysterious as love   Some people…

Business · Mar 31, 2021

Oral Care VoC Report: What’s Best for Electric Toothbrushes

By 2027, Fortune Business Insights projects that the oral care market will reach $38.9 billion. This rapidly expanding market share is drawing more industry leaders into the field of oral care. What are the reasons behind this huge expansion? Some researchers point to the rising rates of dental disease. Poor diet and a growing reliance on fast food might be partly to blame. Technological developments in oral care might also be contributing to their popularity….

Business · Mar 25, 2021

How Consumer Reviews Influence Sales

83% of costumers trust peer buying recommendations and consumer reviews over brand advertising. Consumers have always had the power to support—or not support—brands with their wallets. The digital domain has ushered in an era where bad customer experiences can ruin your brand image faster than ever before. Today’s consumers are empowered by far-reaching social networks. Your potential customers are creators—and critics—thanks to social media. Consumers have a powerful voice. They’ll take to the digital domain…

Market Research · Mar 17, 2021

Upgrading Reviews Analysis: The Most Efficient way to Measure Customer Sentiment

Listening to the Voice of the Customer (VoC) Giving people what they want has always been the ultimate goal of a business, since the beginning of the modern era. In order to do so, many resources have been deployed to catch the voice of the customer, understanding their needs and tailoring the offer accordingly. However, the voice of the customer has never been so loud before. Since the digital revolution, there is no shortage of…