Articles
Tag: voice of customer (page 3)
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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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Metrics With Meaning: How to Measure the Customer Experience
When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line.
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Closing the Customer Feedback Loop: A Practitioner's Guide
You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up.
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The Dos and Don'ts of VoC Metrics
VoC data is an indispensable part of understanding consumer needs and intent and then improving customer experiences based on that understanding.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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Strike the Right Balance in Your Customer Feedback Strategy
Your ability to listen to the voice of your customer relies on an effective balance of both transactional and relationship surveys.
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Data for the Sake of Data Is Useless: Rethink Your VoC Approach
Marketers must expand beyond a quick check-box survey to truly understand how their customers feel.
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