What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally ...
Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is ...
Survey participation is a key part of an effective Voice of Customer (VoC) program. How do you ensure a high response rate? There are various best practices ...
Can customer feedback improve performance? Absolutely! But that all depends on how effectively you're closing the loop with your customers. Closing the ...
Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting ...
Planning for Customer Experience (CX) in 2021 What can you do NOW to get your CX program ready for 2021 What are the key touchpoints you must measure in 2021? ...
What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are ...
What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use ...
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can ...
