Category

Voice of the Customer

voc program managerVoice of the Customer

What is a VoC Program Manager?

You may have heard 'Voice of the Customer (VoC) and Ratings & Reviews Insights Manager' or 'VoC Program Specialist. Well, you've heard right but the more commonly-used job title is VoC Program Manager, which is fast-evolving as a career field. A Voice of Customer (VoC) program essentially means taking customer feedback and insights and understanding what the end-users want and need.  In today's highly competitive business landscape, understanding the voice of the customer has become…
Wonderflow
21/06/2023
7 Teams That Can Benefit From A Voice of the Customer SoftwareVoice of the Customer

7 Teams That Can Benefit From A Voice of the Customer Software

Voice of the customer (VoC) analytics software is a powerful tool that can benefit any business department, from product development to marketing and sales. In this blog post, we'll explore just some of the departments that can mainly benefit from using a VoC tool. 7 Departments That Can Benefit From A Voice of the Customer Software Marketing To be successful, marketing teams need to have a good understanding of what their target audience wants and…
Wonderflow
17/03/2023
tireMarket ResearchTiresVoice of the Customer

VoC Analysis: What Are Consumers Really Saying About Tires?

Wonderflow's Business Intelligence team conducted an original market analysis of the tire industry, including a cross-country comparison. Using our very own advanced natural language processing technology, we've uncovered several key trends and insights that tire brands, manufacturers, and marketers can leverage to create effective strategies and improve the consumer experience.   In the world's most advanced countries, on average, 65% of the population owns a car. Vehicle owners living in the U.S. reach 87%. Most…
Wonderflow
12/10/2022
Ron Jacobs Philips Brand LicensingInterviewVoice of the Customer

Customer-Centricity in Consumer Electronics: VoC Interview with Ron Jacobs, Philips Brand Licensing product professional

As part of our Voice of the Customer (VoC) interview series, Stefano Pecorari, Client Success Director at Wonderflow, welcomes Ron Jacobs, Brand Licensing product professional at Philips. Philips is a Dutch multinational founded in 1891 as a lighting company and later expanded to medical equipment, consumer electronics, and domestic appliances. The company is headquartered in Eindhoven. Later, it moved to Amsterdam in 1997. Nowadays, Philips is focused mainly on the health tech continuum. Its mission is…
Wonderflow
03/08/2022
insuranceInsuranceVoice of the Customer

Hear the Voice of the Customer in Insurance: Beyond Claims & Costs

For insurance companies to keep up with the changing expectations of their policyholders, they must be more agile, work faster, and focus on resolving more than claims complaints and costs but also offering a superior customer experience (CX).  Insurance providers also often find themselves inundated with large amounts of customer data, a goldmine for improving CX and profiting off high return on investment (ROI), but they simply just don’t know how to effectively leverage it. …
Wonderflow
23/06/2022
Retail analyticsCustomer experienceRetailVoice of the Customer

Hear the Voice of the Customer in Retail: Why Use VoC in Retail Analytics

Traditionally, retailers have focused more on brand experience and customer experience (CX) to understand customer relationships. Commonly used metrics, such as CSAT and NPS, have allowed businesses to gauge how shoppers feel about certain brand products or services. However, as time progresses, these metrics become not enough. Retailers that really want to succeed today need more. They need data.  “The future belongs to those who can collect, aggregate, segment, integrate, visualize and interpret data.” -…
Wonderflow
19/05/2022
voice of the customer definitionCustomer experienceVoice of the Customer

Voice of the Customer Glossary: Important Terms to Know

With all the interchangeable business terms out there, things may seem a bit hazy at times in trying to understand either what we do as a company. Moreover, just the overall Voice of the Customer (VoC) field. Therefore, it may be helpful for some to become better acquainted with several critical terms and definitions when discussing anything related to improving the customer experience (CX). After all, time and time again, those like Forbes preach the…
Wonderflow
21/01/2022
voice of the customer programVoice of the Customer

4 Stages of a Successful Voice of the Customer (VoC) Program

Deeply understanding your customers and their overall customer journey is imperative to improving the customer experience. And no one knows it better than Riccardo Osti, Wonderflow's very own founder and a past executive coach guiding leaders on CX success. So, in this blog post, he shares his insights regarding four key stages for building an effective strategy based on the voice of the customer.     "Customer-centric companies are 60% more profitable than companies that don't…
Wonderflow
11/11/2021
Voice of the Customer

From Start to Finish: How to Use the Voice of the Customer (VoC) in Product Development

If you are a product manager or a CEO of a SaaS company, what drives you to create new products? What kind of factors influences your decisions? Do you consider the voice of the customer (VoC) at all? Is customer feedback relevant to your product development process?  This article aims to show developers and designers why the voice of customers is critical to new product success.  Why is the Voice of the Customer an Integral…
Wonderflow
07/10/2021
Voice of the Customer

What common Voice of Customer mistakes are you making?

Adopting Voice of Customer (VoC) best practices means everything now. Learn 6 common Voice of Customer mistakes, plus tips, to succeed.   Companies are increasingly adopting Voice of Customer (VoC) best practices to improve their customer experience (CX). According to Gartner, collecting customer feedback can help reduce retention costs since brands that actively implement VoC programs spend 25% less on retention than those that don’t. Moreover, a study called "The Business Value of Building a…
Wonderflow
29/07/2021

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