Articles
Company execs offered their thoughts on what they have found as the best practices for continuing CX after the sale.
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People from all walks of life share on social media, including your customers. Are you listening? Here's how social listening improves the customer experience.
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COVID-19 has customer experience changing and evolving, which was the backdrop for this year's DX Summit 2020. Here are 6 of the key takeaways.
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Voice of the customer has never been unimportant, but the recent crisis has businesses reevaluating their VoC playbook.
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Marketers seeking to boost the effectiveness of their Voice of the Customer (VoC) programs can benefit from these best practices.
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Voice of customer programs play an integral part in any customer experience program, but these roadblocks can hobble your efforts.
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Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider.
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We’ve asked industry leaders how they prevent angry customers, handle customer complaints, and turn angry customers into something positive for the business.
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VoC is a critical part of understanding your customers' journey. Here are the VoC metrics that you should focus on, and some you may have been ignoring.
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Bank of America has 66 million customers who interact with the company in person and online. How does it keep in contact with so many clients?
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Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?
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Katrina Schiedemeyer of Oshkosh shares her best-practice advice on building a VoC program and explains the complementary role employee engagement plays.
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One of the missteps organizations make in their approach to culture transformation is to put all of their focus on designing the change from the top down.
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Businesses have to analyze data that is more reflective of the voice of the customer (VoC) to enhance customer loyalty and drive the bottom line.
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