In my last blog post, I wrote about how to build a Voice of Customer (VoC) program depending on the maturity of your current program. Given the changes in ...
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. ...
It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. And ...
Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC ...
Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. These are ...
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow ...
Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the ...
2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking ...
No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program. In this blog post, we are focusing ...
