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suhith published in Technology

Key advantages of analyzing voice of customer (VOC) data using text analytics

Customer expectations of brands are higher than ever. In the age of disruptive technological advancements (known as the fourth industrial revolution), products and services that are innovative today become outdated tomorrow. In this scenario, the experience provided by a company is one of its key differentiators.

According to one survey, 76 percent of consumers said they expect their needs and expectations to be understood by companies. But customer experience is evolving as well, to the extent that brands cannot rely only on customer interactions, marketing, ecommerce and more to acquire and retain customers, but they must demonstrate they have their customers’ interests in mind.

Considering these facets, the onus is on brands to keep a close watch on the customer journey and identify ways to refine their product and service offerings.

Voice of Customer (VOC) helps understand the pain points of their customers and provides the foundation for improving products and services, which can lead to happy, loyal customers, and increased business revenue.

Also read: Voice Of Customer Analysis For The World`s Largest Sports Goods Retailer.

What is voice of customer?

It is the process of collecting and analyzing feedback data (comprising of emails, service interactions, chatbots, social media, et cetera) from customers to understand the potential areas of improvement for services and products and, importantly, improve customer experience.

Capturing customer feedback has been fundamental to improving and growing a business but VOC focuses on gathering individual data over cumulative data, thus ensuring the feedback is incorporated to improve products and services.

Text analytics tools have the capability to analyze large volumes of customer feedback data in real-time and provide actionable insights.

A well-executed VOC initiative will ensure all departments of the company work in harness to resolve an issue. This approach helps improve the overall customer experience, solve the challenge that come along the way and drive business growth.

What can voice of customer do for your brand?

Without a solid VOC strategy aka churn prevention strategy, brands run the risk of missing out on valuable opportunities to reduce dissatisfied customers and leverage happy customers, who stay loyal and become brand ambassadors.

That said, VOC is not just about surveying existing customers and hoping for a positive response. Brands must be willing to understand feedback from each customer, analyze their main concerns, and resolve and respond back to them.

Advantages of voice of customer

Listening to customers and working to enhance their experience can benefit a company in multiple ways.

Enhance customer experience

It is important for brands to be holistic about their VOC program whereby they are engaged with customers at every stage of their journey (from awareness to decision) to understand key issues and highlight the positive aspects of the brand and its solutions.

This will help identify areas that need to be improved, which is the first step in taking the necessary action to resolve the problem and also show the customers they are being listened to.

The global pandemic, too, has played its part in shifting the mindset of buyers, who are now more online than ever and therefore expect quick, easy online experiences. One report states that 65 percent of customers prefer buying from brands which offer fast and easy online transactions.

Performing voice of customer analysis will also help improve processes such as onboarding and delivery and provide a unified omnichannel customer support.

Churn rate reduction

Identifying the areas of concern in the customer journey helps brands understand why customers may be leaving — known as customer churn.

Targeted customer satisfaction (CSAT) surveys at the time of opting out can, for example, indicate the reasons for customer churn. Voluntary feedback from churned customers on social media channels can also be helpful information for spontaneous feedback is usually the most honest.

Product improvement

As per a 2020 survey of product managers, 52 percent of respondents said their products and features were mainly inspired by customer feedback.

Because customers pay to acquire and use products and services, they understand the usability and the value better than most. Thus feedback from customers not only helps with adding new product features and enhanced service offerings, it also keeps customers happy.

Increased revenue

Enhanced customer experience, reduced churn rate and improved product and service help boost business revenue.

Happy, satisfied customers are likely to not only repeat purchase, but they are also potential ambassadors, who will recommend other potential buyers to their preferred brand.

Voice of customer analysis also drives data-driven decisions, less overall spending and, ultimately, more revenue.

Steps in voice of customer

A typical VOC program involves three main steps: feedback data capture, data analysis and implementation.

Feedback data collection: Brands are already probably collecting large volumes of customer feedback data from customer relationship management (CRM) systems, service feedback tools, emails and more. In addition, building a customer support ticket management system helps funnel all customer support to one destination, simplify processes, facilitate data collection and more.

For data collection, web scraping tools can also be helpful in extracting comments from social media websites, which even provide APIs to directly connect to their data, online reviews and so on.

Data analysis: As mentioned above, text analytics tools such as teX.ai help analyze customer feedback data and generate actionable insights.

Sentiment analysis solutions can be implemented on the voice of customer data to identify public opinion about a brand (whether it’s positive, negative or neutral). Text analytics solutions also help generate text summaries, which help uncover emerging trends and topics.

Among the key advantages of using such software is they help perform real-time analysis, can be trained to cater to specific needs of a brand, analyze multilingual data and provide high accuracy.

It might be interesting to read on the importance or why sentiment analysis plays key role in strategy formulation.

Implementation: After the voice of customer data is analyzed, it can be brought to life with easy-to-understand visualizations, which help identify the problem areas or even the individual aspects of the data. Data visualizations make it easier to follow VOC through the entire customer journey and to know, almost instantly, where changes may need to be implemented.

Summary

Achieving customer success is the main goal of voice of customer programs, proactively understanding customer challenges or questions and quickly and promptly providing solutions and answers. Customer feedback generated from VOC initiatives helps work towards customer success and ultimately provide customers with a seamless, satisfactory experience from start to finish.

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simon hayes published in Health

Causes, Symptoms, Diagnosis, and Treatment Of Erectile dysfunction

Erectile dysfunction also known as impotence is a male weakness in erection. A male suffering from it cannot get an erection. Even if there is an erection, it will be too soft to have any use.

The problem is not related to age, but age related health problems cause erectile dysfunction.  Lifestyle diseases like diabetes, blood pressure, cardiovascular issues, and poor health create conditions that led to erection difficulty. 

Often the problem emerges in the 40s, but nowadays, even young males suffer from erection issues due to emotional and psychological issues. Let us study its causes, diagnosis and treatment options.

Symptoms

First of all understand that the occasional erection issue is not a sign of erectile dysfunction. When there is at least 60 percent of erection failure, you can be sure that it is erectile dysfunction. You need to take it seriously to prevent its progression.

The first symptom is when you fail to get an erection even when fully aroused. Second symptom, soft erection even with full arousal. Third is difficulty in sustaining the erection you manage to have. And last, the reduced desire for intimacy.

Main causes

Blood pressure, diabetes, cholesterol formation on heart arteries, obesity, alcoholism, low testosterone levels etc can cause difficulties in erection. Unhealthy lifestyle, consumption of unhealthy food, and lack of physical exercises create conditions for lifestyle diseases.

Uncontrolled diabetes, blood pressure problem and obesity increase risk of erection failure in the near future. Medical studies and observations point to the fact that a man with waist 42-inch or more is more likely to get erection than a male without lifestyle diseases.

Psychological issues

Depression, anxiety, stress, relationship issues, and phobias are also responsible for difficulties in erection in large sections of males with erection defects. Anxiety and stress could be due to personal or business matters. The lack of confidence in dealing with the partner also creates anxiety and stress leading to difficulty in maintaining an erection.

Medical issues

Injury in the pelvic area which disturbs the blood movement may also show difficulties in maintaining an erection. Heart stroke, prostate issues like prostate cancer or benign prostate enlargement affect the erection process.

Side effects of antidepressants or prolonged medication also interfere with a healthy erection process.  An addiction to smoking, alcohol, drugs or any substance weakens  control over the erection process.

Diagnoses

It involves comprehensive medical examination, blood tests, physical examination to check the presence of erection issues and then its causes. When all medical tests are negative, doctors may recommend psychological assessment to identify mental issues behind erection failure.

Psychological assessment is a series of questions which are already fixed by the psychologist to determine the mental condition of the patient at the time of assessment.

Treatment options

Treatment options depend on the underlying cause and medical status report on the patient.  Often doctors recommend changes in diet, lifestyle and focus on relations with the partner to get permanent relief from the problem. But these recommendations may work in case of younger males.

Mid aged males are suggested medical treatments of underlying causes. They are also suggested as an immediate solution in the form of 150 mg Sildenafil Citrate in case of severe cases.  The permanent solution comes only by taking care of underlying health issues.

Vacuum tubes

Males who like non medication solutions are recommended hollow tubes. Tubes create vacuum inside to draw in blood flow. The process is very simple to get cured through use of vacuum tubes.

Surgery

Surgery option is the last option for seniors who fail to get cured by any other method. The surgery is conducted to implant flexible rods to help males inflate the rods whenever the need arises. But this option is reversed for older males.

Injection is also an option for older males who do not get cured by other methods. Injection method is not preferred by the majority of males for its lack of privacy in treatment.

Lifestyle intervention

Younger males and mid aged males who are in good health get relief by just changing diet and including moderate exercise regimen. It has been observed that without Generic Levitra 40mg  such males can get back the natural erection process.

Cognitive behavior therapy

Cognitive behavior therapy is for emotional and psychological causes. It is basically a talk therapy that tries to change the behavior of the person towards the same issue that earlier caused negative feelings. It is also non medication treatment for anxiety, stress or phobia related issues.

Conclusion

Erectile dysfunction is a common male issue. Early detection is a sign of an unhealthy lifestyle or food habits. Never ignore it if it persists as it may be a sign of cholesterol formation in arteries. Consult a doctor to understand its cause and treatment option accordingly.

 

The early detection will also help you to cure the weakness permanently by a healthy diet, exercises and better relations with the partner.

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niharikaHmalhotra published in Social Media

Tips To Outline An Effective Marketing Plan

Do you update your businesses’ marketing strategy from time to time? If not, you should start doing it. Review your marketing plan annually helps keep your marketing strategies up to date and in sync with the marketing trends. A skilled digital marketing agency in Delhi can help with deciding what to include in your marketing and help you update it.

Whether you are a B2B business or a B2C business, a good marketing strategy is essential for all types of business to thrive. To create a great marketing strategy you need to factor into consideration a number of things starting from your targeted audience to how big your digital presence is, etc. Here are some elements you need to include in your marketing plan to make it an effective one.

 

Business Summary

This is nothing but a short summary of what your business is all about. This includes information like the name of your company, the location, the mission statement, and all such relevant information. Include the SWOT analysis in the business summary as well. The SWOT analysis is nothing but your business’ strengths, weaknesses, opportunities, and potential threats. Be patient while creating the SWOT analysis as you will develop this over time as you conduct the market research. To begin the marketing plan outline create a short business summary and then move forward with other elements.

 

Segment The Goals

In the next step, create a business initiative to segment the goals of each individual department in your business. Also, keep in mind that this is not a business plan so do not involve any big-pictures initiatives of your company, rather simply focus on the goals and objectives that are specific to marketing only.

 

Conduct A Customer Research

This is basic market research that helps with the marketing of your business. If you have already conducted market research then this step will become much research. In this step, you will carry out a customer analysis to identify the customers’ age, location, personal challenges, and goals that your business can help tackle. This gives you a more concrete idea of your targeted audience and thus makes marketing much easier.

 

Competitor Analysis

This is one of the most integral parts of creating an effective marketing strategy.  While creating an outline for the marketing strategy, you should also identify who your competition is. Taking a look at what they do well to get a competitive edge in the mass market and what are the gaps in their strategy that you can fill. Analyzing this can help you create an efficient marketing strategy.

 

The Seven P’s

Now create a rough marketing strategy that defines how your business will approach the targeted market. This section includes the seven P’s of marketing that is, product, price, place, promotion, people, process, and physical evidence. This will be the foundation on which the entire marketing will be done.

 

The Budget

The budget is an integral part of your marketing plan, but do not confuse this budget with the product price or any other financials. This budget here is the budget allotted for the marketing of your product. the marketing budget can include outsourcing costs, paid promotions, marketing software, and marketing events, etc.

 

Marketing Channels

Lastly, you need to include a list of channels through which you will carry out the marketing of your products. While you can promote your product using your own website, but you will also need to take the help of other channels to reach a wider audience base. Social media is a great platform for marketing your business, you can make use of different social media channels based on what your targeted audience uses most. Hire a social media agency to help you with social media marketing and make use of different social channels to leverage your products and services. Businesses with extensive social presence have a competitive edge in the market over others.

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