Voice of Customer (VOC) is not just NPS anymore
Does your Voice of Customer (VOC) programme use Net Promoter Score as its one and only metric? Chances are you’re missing out on valuable insights that could be helping your business.
Perceptive NZ Blog
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The best ways to action insights from your VOC programme
What separates a great Voice of Customer (VOC) programme from an average one? It comes down to how well it is embedded within a business. If you want to get the most out of the insights your VOC is generating, grow the programme’s ROI, and drive commercial results, actioning your VOC insights across your business is a must.
VOC is powering commercial results – has yours evolved?
Voice of Customer has transformed massively since its proliferation in the 90s. Now able to ingest, analyse and act on a myriad of customer interactions and insights, the explosion of potential for VOC is almost unrecognisable from its distant 90s relative.
How faster, smarter market research is changing the insights industry
Like many industries, insights and market research has undergone significant change in the last thirty years. As new technologies have come online, we’ve been able to fine tune processes, speed up data gathering and analysis, and ultimately, probe deeper to find more meaningful insights to empower organisations.
Gen Z consumer behaviour and how buying differs between generations
As marketing and brand strategies increasingly shift online to engage digitally led younger audiences, brands can’t afford to lose relevance with older, less digitally driven segments. Success lies in recognising – and strategically responding to – generational differences within the market.
Why Voice of Customer matters more with the rise of generative search
Since large language models (LLMs) exploded onto the scene in 2022, we’ve seen a steady shift in how consumers are researching brands and products online. According to a report from Yext , nearly two-thirds (62%) of consumers trust AI to guide brand choices, matching traditional search during key decision-making moments.
Have you mapped these 3 vital components on your customer journey?
Before you make any decision around your business, be it people, investment, strategy or customers, you need to understand its impact. As the proverb goes: look before you leap.
Want powerful brand and experience insights? Add emotional context
As far as business KPIs go, Net Promoter Score is a simple metric. It's easy to implement through customer surveys and also easily understood across all levels of a company, from frontline staff through to boardroom execs. Because of this, it’s no surprise that businesses around the world love it, including us!
Love is not enough: how CEPs drive effective brand consideration
For the last twenty years, brand love has been a popular strategy in the marketing sphere. However, when it comes to giving brands an effective understanding of how to drive consideration and purchase, it often comes up short.
What makes a brand? It may not be what you think
When it comes to thinking about “brand”, it’s common to think of it as a singular identity. Even the Business Dictionary defines brand as “a name, term, design, symbol or any other feature that distinguishes one seller's goods or service from those of other sellers”. In this frame of mind, it’s easy to view a brand like we might an individual; it has a combination of distinctive features that make…