Signal VoC Blog

6 min read

Recap: How Likely Are You To Recommend NPS to a Friend or Colleague?

By Mary Cleary on Apr 29, 2021 6:03:12 PM

Since 2003, many companies have relied on Net Promoter Score (“NPS”) for insight into how happy and loyal their customers are. However, with customer expectations rising and customer experience reigning as today's primary competitive differentiator, many CX leaders are debating the efficacy of the NPS metric in measuring customer relationship health. 

Topics: Customer Success Customer Experience Voice of Customer
8 min read

Recap: The Customer Voice Chain of Custody

By Mary Cleary on Feb 4, 2021 8:46:19 AM

Organizations that seek to leverage Voice of Customer (“VoC”) for a better customer experience often face a paradox — striving for company-wide ownership can diminish accountability as teams continue working toward their individual KPIs. Still, without whole-company ownership, meaningful action is rarely taken. Our panelists, Zach Bouzan-Kaloustian, VP Member Experience at Wild Alaskan, Rossana Parrotta, Customer Success Executive at Cisco, and James Varughese, Senior CX Specialist at Intuit, offered valuable insight on taking individual ownership of the customer voice, inspiring cross-functional ownership, and tailoring your approach to VoC to meet you where you are. 

Topics: Customer Success Customer Support Customer Experience Voice of Customer
7 min read

Recap: Building for the Real Customer Experience

By Mary Cleary on Dec 2, 2020 11:30:03 AM

47% of CX leaders believe it’s only getting harder to please customers. One potential reason for this is that organizations don’t see the same version of the customer experience that their customers see. CX organizations are working harder than ever to build offerings and processes that reflect the actual customer experience rather than their assumptions. However, this is easier said than done.

We discussed this dynamic with a panel of Customer Experience and Success leaders to understand what it takes to build for the real customer experience. Our panel featured Sarah Bierenbaum, Founder of Sarah B Consulting, Chad Horenfeldt, Director of Customer Success at Kustomer, and Leslie Reyes, Founder of Road Warriors Consulting. Here are three key takeaways from the discussion:

Topics: Customer Success Customer Experience Voice of Customer
8 min read

Recap: Maximizing VoC Volume with Executive Sponsorship

By Mary Cleary on Sep 29, 2020 12:00:00 AM

An effective Voice of Customer strategy can have many moving parts. As a result, organizations with industry-leading CX often have an executive sponsor to ensure that VoC initiatives result in impactful action and don't stop at listening.

Topics: Customer Success Customer Support Customer Experience Voice of Customer
10 min read

Voice of Customer is a Team Sport

By Lauren Costella on Aug 12, 2020 9:30:00 AM

"Great things in business are never done by one person; they are done by a team of people.”         - Steve Jobs

Topics: Customer Success Voice of Customer