Voice of the Customer Archives

;

Building a Beautiful Sales to Customer Success Handoff (+ a FREE Checklist!)

I’ve talked before about how important it is to get everyone on board with the mission of Customer Success. When we’re not all on the same page, silos persist, and they, in turn, impact customer satisfaction. Silos prevent Customer Success from establishing a robust and consistent customer experience across the entire customer journey. They hurt […]

;

Noteworthy Findings Being Reported in Customer Success Today

In Customer Success, we use data for all sorts of things like analyzing customer health scores, looking for trends in Voice of the Customer (VoC) programs, and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data! Big data, small data, […]

;

How to Close the Loop in Voice of the Customer (VoC) Programs (For Real)

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, […]

;

Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention

Speakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided. Q&A Recap Q: How do you navigate participation bias […]

;

The Dos and Don’ts of Killer Customer Surveys

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]

;

Incorporating Social Media and Social Listening into your Voice of the Customer (VoC) Strategy

Are your ears burning? They should be! Your customers are talking about you. The real question is, are you listening? The most effective Customer Success organizations (and entire companies) are paying attention to what their customers are saying about them. But you can’t just wait around for your customers to gush (or complain!) about your […]