CMSWire’s Top 10 Voice of the Customer Articles of the Year


It’s been a hectic year. 

We experienced aftershocks from COVID-19, with new outbreaks, product shortages and a workforce entirely unsure if they want to (or are willing to) return to the office. Jobs are left unfilled while prices for just about everything continue to rise. 

And these world changes translate to customer changes — shifts in attitudes, shopping habits and, yes, the need to be heard. 

Voice of the Customer (VoC) programs allow brands to tap into customers’ thoughts and feelings and deliver exceptional experiences. That’s why it’s a topic we faithfully cover.

According to our readers, these are the top VoC stories of the year that you don’t want to miss. 

Supply chain issues were par for the course in 2022 — and look poised to remain in 2023 — with shortages of semiconductors, aluminum, eggs, even workers. B2B companies that can’t source supplies face disappointing customers, losing current orders and losing future revenue. 

But all is not lost. Businesses can keep customers satisfied despite times of uncertainty with four customer experience (CX) strategies. 

VoC programs help organizations get a full view of their customers, including their needs, wants, behaviors and challenges. But how individual companies collect and use VoC data varies dramatically. 

If you want to ensure your voice of the customer program delivers real results, look to the VoC Holy Grail.

Voice of the customer doesn’t have to rely on surveys alone.

With natural language processing and artificial intelligence, brands can expand upon their customer experience insights. These tools uncover trends, avoid bias, analyze sentiment and much more. How are they reshaping VoC as we know it?

What’s the goal of a VoC program? To understand your customers completely. But you can’t do that with a single survey or at a handful of touchpoints. Instead, you need a continuous monitoring strategy. 


Source link