Voice of the Customer (VoC) and Customer Experience (CX) explained

Listening to the voice of the customer VoC is becoming more and more crucial when it comes to delivering a memorable customer experience CX.

The difference between Voc and CX and the intersection between both terms can sometimes be confusing considering that collecting quality data from the right person at the right time on the right channel (VoC) is a big part of how companies design or react to customer interactions to increase customer satisfaction, loyalty and advocacy (CX).    

Let’s got into further details to get a deeper understanding of the differences between Voc and CX and how they are linked to each other.

VoC in a few words

Collecting and actioning feedback can increase upselling and cross-selling success by up to 20 percent. Additionally, decision-making rooted in customer feedback can lead to improved Net Promoter Scores (NPS) and increased top-line revenue from customer retention.

GARTNER

Voice of the Customer is a term used to describe the process by which customer preferences and expectations are collected, categorized, and analyzed by companies.

The process of VoC helps companies collect all the data related to what customers are saying about the brand, its products, services, and their overall experience and perspective of that company.

In a nutshell, VoC is what makes it possible for companies to reduce the gap between what the customers expect and the CX that the company delivers.

In the past, companies used to rely on surveys to understand what customers preferred, but the limitations inherent in this method have led to its elimination.Today, the focus has shifted to the Voice of the Customer VoC and the intelligent tools that facilitate the transmission of qualitative and quantitative insights in real-time.

CX in a few words

80% of CEOs believe they deliver superior customer experience. Only 8% of their customers agreed. 

BAIN

CX refers to how a company engages with its customers at every stage of the buying journey, from marketing to sales, customer service, and every touchpoint in between.

Simply put, it’s the sum of all the customer’s interactions with your brand.

A remarkable CX will help you make better decisions that increase customer loyalty, boost sales, and grow your market share by giving you real-time visibility of your customers’ ever-changing expectations to create an offer that is perfectly adapted to their needs.

You will also get the knowledge you need to understand your market and your competitors and a combination of experience and operational data that let you predict individual customer behavior to take the right action at the right time.

If you want to dig deeper into the CX and VoC world, Feedier is the perfect tool for you!

Feedier is an all-in-one platform that uses automation to listen, analyse, and convert feedback into actionable insights that drive satisfaction, retention and quantifiable business results.

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