Articles
Tag: voice of customer (page 2)
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Bringing the 'Customer' Back Into Customer Experience
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Understanding the 'Why' Behind Customer Churn
Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not All User Feedback Is Equal: Here's How to Put It in Context
Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Who Should Have a Say in Customer Journey Mapping Programs?
Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Customers Are Impatient. Here's What to Do
Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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Fuel Your VoC Program With These 8 Tips
As long as you’re soliciting customer feedback and then acting accordingly, your efforts will be rewarded.
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Despite Obstacles, CX Practices Are Trending in the Right Direction
Customer experiences are clearly trending up in both the pace of evolution and the importance being placed on them at the business level.
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How to Keep Customer Advisory Board Momentum Going in the Months Ahead
CAB managers shouldn't let the momentum they have created lag or — worse — go dark just because face to face meetings aren't possible.
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Is Your VoC Program All Talk and No Action?
Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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Diagnose Your Customer Experience Pain Points
Customer experience is a long-term strategy, but it's subject to rapid changes. How can companies identify potential points of failure?
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Customer Feedback: A Goldmine in Your Midst
Collecting feedback is just one part of the process. What’s more important is what you do with the data.
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5 Tips to Get More from Your Voice of Employee Program
Employee feedback is the key to improved employee experience but it's not as simple as sending a survey. Here are some tips.
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How to Use Customer Feedback to Your Advantage
Businesses owners can collect all the customer feedback they want, but it's all for naught if the information collected goes unused.
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You've Collected Customer Feedback. Now What?
Gartner recently found those companies that collect more customer data outperform their competitors. But clearly collection alone won't do the trick.
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