Brian Larsen’s Post

The Voice of Customer programs at big enterprises keep surprising me. These are the big innovations I learn every day while speaking to them..... Me: Can you tell me a bit about your current VoC program? VoC Team: We have a very mature VoC platform that we have been using and improving over the last few years. Me: That's amazing. Can you tell me what VoC data you collect? VoC Team: NPS surveys. Me: What kind of reports do your leadership and board get? VoC Team: We share a weekly VoC report which shows NPS trends. Me: Nice. What about customer care conversations, reviews, social, calls? VoC Team: Ummm... yeah, no, we focus on our NPS. Me: Is your leadership happy with the insights they get? VoC Team: Yeah mostly, they ask for the real WHY behind the trends, and we share the NPS drivers. And there it is— years of 'innovation' in VoC that curiously circles back to those NPS surveys.

Unlocking the full potential of customer contact centers goes beyond just sales pitches. Learn how to elevate customer satisfaction, retention, and advocacy with industry experts Noah Beltran, Jeff Mortlock, and Max Ball. Dive into our on-demand webinar here: https://bit.ly/48QI9TI #CustomerExperience #AI #Webinar #DigitalTransformation #SutherlandCXM

🌟 Bringing Customer Insights to the Forefront 🌟 As we continually strive for excellence in our products and services, one of the most powerful tools at our disposal is direct feedback from our customers. Recently, we've implemented a new initiative to pull tests directly from our customer base, and the insights have been transformative. 📹 Check out our latest video on how we're leveraging customer feedback to enhance our offerings. From understanding pain points to discovering unexpected use cases, these real-world tests provide us with invaluable data that drives innovation and quality. 🔍 Why Customer Feedback Matters: Authentic Insights: Customers use our products in ways we may not have envisioned. Their experiences help us identify gaps and opportunities. Improved Satisfaction: By listening and adapting to our customers' needs, we create better, more user-friendly solutions. Trust and Loyalty: Engaging with our customers directly builds trust and fosters long-term loyalty. 🚀 What's Next? We're committed to integrating this feedback loop into our regular development cycles, ensuring that our products not only meet but exceed customer expectations. 👥 Join the Conversation: We'd love to hear your thoughts! How do you integrate customer feedback into your processes? What successes and challenges have you encountered? #CustomerFeedback #Innovation #ProductDevelopment #CustomerCentric #QualityImprovement #UserExperience #CustomerEngagement

🌟 Bringing Customer Insights to the Forefront 🌟 As we continually strive for excellence in our products and services, one of the most powerful tools at our disposal is direct feedback from our customers. Recently, we've implemented a new initiative to pull tests directly from our customer base, and the insights have been transformative. 📹 Check out our latest video on how we're leveraging customer feedback to enhance our offerings. From understanding pain points to discovering unexpected use cases, these real-world tests provide us with invaluable data that drives innovation and quality. 🔍 Why Customer Feedback Matters: Authentic Insights: Customers use our products in ways we may not have envisioned. Their experiences help us identify gaps and opportunities. Improved Satisfaction: By listening and adapting to our customers' needs, we create better, more user-friendly solutions. Trust and Loyalty: Engaging with our customers directly builds trust and fosters long-term loyalty. 🚀 What's Next? We're committed to integrating this feedback loop into our regular development cycles, ensuring that our products not only meet but exceed customer expectations. 👥 Join the Conversation: We'd love to hear your thoughts! How do you integrate customer feedback into your processes? What successes and challenges have you encountered? #CustomerFeedback #Innovation #ProductDevelopment #CustomerCentric #QualityImprovement #UserExperience #CustomerEngagement

Dear Business Leaders and Decision Makers, In today's fast-paced and highly competitive market, the way we engage with customers can make or break our success. As customer expectations continue to evolve, it's no longer enough to simply provide good service—we must go beyond and create meaningful, proactive, and personalized interactions. I urge you to read my latest article on transforming your traditional customer contact center into a Customer Engagement Center. This insightful piece offers a comprehensive guide to understanding the shift from reactive service to proactive engagement, leveraging advanced technologies like chatbots and AI, and embracing the cultural and linguistic diversity of your customer base. The knowledge within this article will empower you to enhance customer satisfaction, build lasting loyalty, and drive your business forward. Don’t miss this opportunity to equip your team with the strategies needed to thrive in the modern market. Take a moment to read the article and start transforming the way you connect with your customers today. Best regards, Satya Srinivas

Excited to share how our team at [Company Name] is leveraging customer feedback to drive meaningful improvements! At [Company Name], we understand the importance of listening to our customers. Their insights are invaluable in shaping our products/services and enhancing the overall customer experience. Through regular feedback collection and analysis, we're able to identify pain points, uncover new opportunities, and prioritize enhancements that truly resonate with our audience. By actively incorporating customer feedback into our decision-making processes, we're not just meeting expectations – we're exceeding them. Our commitment to listening, learning, and iterating ensures that we stay agile and responsive in a rapidly evolving market landscape. Thank you to all our amazing customers for your continued support and valuable input. Together, we're building something truly exceptional! #CustomerFeedback #ContinuousImprovement #CustomerExperience #ListeningToCustomers #FeedbackIsKeyThrilled To showcase how we're harnessing the power of customer feedback to fuel growth and innovation at [Company Name]! Listening with Intent: Actively collecting and analyzing feedback from our customers to gain deep insights into their needs, preferences, and pain points. Iterative Improvement: Using feedback as a compass to iterate on our products/services, ensuring they evolve in alignment with customer expectations and market demands. Driving Strategic Decision-Making: Integrating customer feedback into our decision-making processes to prioritize initiatives that have the greatest impact on enhancing the customer experience. Building Stronger Relationships: Demonstrating our commitment to listening and responding to our customers, fostering stronger, more meaningful relationships built on trust and collaboration. Huge gratitude to our incredible customers for your invaluable feedback – you're instrumental in shaping the future of [Company Name]! #CustomerFeedback #Innovation #CustomerCentricity #ContinuousImprovement #FeedbackIsFuel

Are you leveraging 'Customer Science' to its fullest potential? Discover why it's now a critical imperative for CIOs focused on driving business success.🚀 Dive into the key strategies that effectively blend tech insights with customer understanding. Read more here: https://lnkd.in/gT8kk86M #CIO #CustomerScience #BusinessStrategy

Customer feedback is a goldmine of insights waiting to be discovered! 👈 Establishing methods for collecting and reporting feedback in real-time is essential for translating these insights into actionable improvements across products, services, and processes. Here's how we can turn customer voices into a catalyst for innovation and growth: 🛠 Real-Time Feedback Collection: Implementing tools and channels that capture customer feedback as it happens ensures we receive timely and relevant data. From surveys and reviews to social media monitoring and direct interactions, every touchpoint is an opportunity to learn. 🔍 Deep Analysis: By leveraging advanced analytics and AI-driven tools, we can identify patterns, trends, and underlying issues. This deep dive into customer sentiments allows us to understand their needs and expectations on a granular level. 🎯 Actionable Insights: Insights are only valuable when they drive action. Translating analytical findings into specific, actionable improvements ensures that our products, services, and processes evolve to meet customer demands. This could mean refining features, enhancing user experience, or streamlining service processes. 🤝 Cross-Departmental Collaboration: Sharing insights across departments like Product Development, Marketing, and Customer Support ensures that everyone is aligned and working towards common goals. Collaboration amplifies the impact of feedback-driven improvements. By capturing customer feedback and turning insights into action, we not only enhance customer satisfaction and loyalty but also drive innovation and competitive advantage! #CustomerSuccess #FeedbackManagement #ActionableInsights #CustomerExperience #Innovation #CustomerFeedback I am actually looking forward to a webinar coming up on this very topic, you can join too: https://lnkd.in/eUMDmb9V

3 essential elements to turn customer feedback into powerful success stories. Here’s how: 𝗟𝗶𝘀𝘁𝗲𝗻 𝗔𝗰𝘁𝗶𝘃𝗲𝗹𝘆: Pay close attention to what your customers are saying. Their feedback is a goldmine of insights into what’s working and what needs improvement. 𝗧𝗮𝗸𝗲 𝗔𝗰𝘁𝗶𝗼𝗻: Use the feedback to make meaningful changes. Whether it’s improving a product, refining a service, or enhancing customer support, show your customers that you value their input. 𝗦𝗵𝗮𝗿𝗲 𝘁𝗵𝗲 𝗦𝘂𝗰𝗰𝗲𝘀𝘀: Once improvements are made, share the success stories. Highlight how customer feedback led to positive changes and improved experiences. This not only builds trust but also shows your commitment to continuous improvement. How are you leveraging customer feedback to drive success? #CustomerFeedback #SuccessStories #ContinuousImprovement

Imagine this: you can predict your customer's future needs with a high degree of accuracy. This isn't science fiction; it's the power of need-based projections in customer success. Analyzing customer data and usage patterns can make it possible to anticipate their upcoming requirements. This empowers us to shift from reactive problem-solving to proactive customer engagement. Here's how need-based projections elevate customer success: