Utilizing the Customer Voice to Improve Your Marketing Strategy

It seems like our voices are being recorded all the time, by phones, collaboration tools, smart speakers and more. The “voice of the customer” (VoC) isn’t a new idea for marketing and customer success professionals, but better technology is changing the game. It’s now easier for marketers to search for and share the important parts of calls, for example. In this episode of B2B Nation, we talk to Mike Adams, CEO and cofounder of Grain, which is one of the tools helping businesses capture customer voices and unlock their value. Episode Guide 2:33 How much did technology limit the way businesses used the voice of the customer in the past? 8:30: How are companies capitalizing on their voice of the customer strategy? 10:08: Better customer service and support with modern voice of the customer tech 12:07: Which teams and roles are making the best use of voice of the customer data? 18:30: What is up next for the voice of the customer space? 22:02: What’s the future of video calls? 26:10: What’s the one tool Mike Adams can’t work without?