VoC, VoE and Market Research Resources

While traditional surveys are a powerful medium for collecting feedback from customers, employees, and the wider market, they may not always facilitate the depth of insight you need to take your business to the next level. The deepest insights often lie hidden in unstructured, freeform content stored within open-ended survey responses, internal business systems, and scattered across the Internet.

Mobile is not an optional survey channel. It is a full-blown catalyst for business transformation. If you want respondents to take your survey – make it mobile and forget about connectivity. It’s so 2010. 

Building a business case for a Voice of the Customer program is a daunting task. Successful programs have a big impact on organizations. That means they have a high profile and affect people at all levels. Getting a VoC program approved could make you a superhero, but there are also real risks. So where do you start? How do you maximize your chance of success?

Canon Solutions America's Enterprise Managed Services Division is committed to being a customer experience leader. Their Voice of the Customer program drives innovation, transformation and loyalty that enables the company to deliver continuous improvement across the board.

You’ve probably got a customer experience program. Most companies do. 

And if you’ve got a program, you’ve probably got a vision. Which is nice. 

Whether you are preparing a PowerPoint, putting together a report, or a creating a dashboard, the best way to ensure your clients understand your research findings is to tell a compelling story with the data. In Market Research, this is often easier said than done, however! Storytelling is a mix of art and science and without the right tools and training, it can be an impossible feat. 

Every day, consumers watch and create videos, send WhatsApp audio messages and take selfies. According to the 2016 Ericsson Mobility Report, video content will account for 70% of all mobile traffic by 2021, which represents an increase of 55% over the next 5 years.

Big Data. It’s quite a fancy buzz word that many research clients like to throw around! But it’s often just a client’s way of saying “get me deeper insights”. For most research companies, however, the idea of looking to big data for deeper insights results in more questions than answers. 

In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge.

Transformational Change, a worthy goal indeed! 

But seriously, is it achievable? How do we as Customer Experience (CX) practitioners, help our organizations understand that a CX program CAN support transformational change, seriously!