VoC, VoE and Market Research Resources

Learn Expert Tips & Best Practices

Keep up with all the latest happenings in the Voice of the Customer, Voice of the Employee and Market Research industries, learn lessons from the experts, and identify the best ways to use Confirmit.


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Sarah Simon
By Sarah Simon
03/16/2017

Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry? 

Answer: They have developed and actively manage a CX strategy.

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Sarah Simon
By Sarah Simon
03/16/2017

Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts.

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Confirmit Team
By Confirmit Team
03/07/2017

Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.

As your trusted partner, your Confirmit team collaborates with you to tailor the feedback programs that best achieve your goals. Every Confirmit Voices solution is extensible, by survey type, stakeholder, touchpoint, event, element, and feedback channel. Over the long term, you’ll see optimized business processes and achievement of your strategic objectives.

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Confirmit Team
By Confirmit Team
03/07/2017

Confirmit Voices is a 5-stage customer engagement model that gives you the power to:

  • Listen to the Voice of the Customer (and/or the Employee),
  • Integrate that voice with existing data to generate powerful insight,
  • Take action that will deliver real business change.

The Analyze and Act stages provide powerful, tailored reporting and action management capabilities that give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, saving at-risk customers and driving positive word of mouth.

 

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Confirmit Team
By Confirmit Team
03/07/2017

Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE). By capturing video you can gain deeper insights and a clearer understanding of your respondents to help drive effective decision making.

To make it easy to integrate powerful video capture and analysis, Confirmit has partnered with LivingLens, a leading technology provider that enables you to capture and analyze video insights on a large scale.

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Confirmit Team
By Confirmit Team
03/07/2017

Confirmit SmartHub enables you to capture, analyze and respond to customer feedback in real-time from a single, centralized hub. For the first time, you can easily capture and map all customer data from all your customer touchpoints into an intelligent hub. By moving beyond survey results and adding customer data such as call center interaction, social media and past-purchase information, you can generate new insights and initiate tactical and strategic actions to drive business performance improvements.

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ACE Awards Team
By ACE Awards Team
03/07/2017

Looking for a bit of guidance to help you with your ACE Awards submission? No problem. Not only have we extended the deadline to March 16th to give you more time to perfect your answers, but we’ve also got a few tips, tricks and words of wisdom for you as well.

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Confirmit Team
By Confirmit Team
03/07/2017

W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value.

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Confirmit Team
By Confirmit Team
03/07/2017

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational. And at any given time, all these – and other – elements are progressing at slightly different speeds and with slightly different trajectories.

It’s useful to think of your program as having 5 facets of maturity. They may all be at a similar stage, but chances are some areas have evolved more quickly than others. Understanding where you are with each element is invaluable in helping you to plan next steps for evolving your program to ensure you continue to drive business value and keep your key stakeholders on board for the long haul.

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Confirmit Team
By Confirmit Team
03/06/2017

For financial institutions, it’s crucial to create strong relationships with customers that promote loyalty and positive word-of-mouth. The competitive landscape means you need to provide outstanding customer experiences to stay ahead. A solid Voice of the Customer program will help you understand what customers demand from you and how to meet those demands while helping your organization improve processes to support regulatory compliance. Confirmit Horizons is vital ingredient in driving business performance, and our comprehensive Voice of the Customer program provides meaningful insight that enables you to:

  • Build customer relationships: ensure consistent experiences across your product lines and channels
  • Increase wallet share: understand the key drivers that affect customer experience, loyalty and spend
  • Drive business growth: use feedback to drive investment in the areas that produce the best results
  • Ensure compliance: identify best practices to enable greater process consistency.
  • Reduce risk: by increasing accountability and ensuring agents are following correct procedures.

 

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