July 21, 2017 | Voice of the Customer
Your ability to understand how to meet customer expectations has a significant impact on business strategy and overall success. A voice of the customer program provides you with insights that help deliver a superior customer experience. So, who owns the Voice of Customer?
July 20, 2017 | Voice of the Customer
Customer experience practitioners often ask the following question: “How do you measure the monetary value of a Voice of Customer program?”. The simplest way to answer that question is the following equation: Happier customers = increased profitability At a macrolevel evidence shows that companies exhibiting an ongoing commitment to the customer experience show higher percentages of growth rates […]
A Voice of Customer (VoC) program is in essence a process which allows your company to capture feedback from different channels, analyze and act upon it to improve the customer experience. However, one of the most challenging aspects of setting up a VoC program is to establish which metrics to track.
July 19, 2017 | Voice of the Customer
Today, business success depends on the development of customer-centric experiences. To that end, voice of customer data delivers insights on individual and segment motivations. Those insights can help you measure and manage the customer expectations.
Building a customer-centric organization is no walk in the park. It takes determination and commitment. But most of all it takes informed decision making. Developing and managing the customer experience is a multifaceted process which depends on many factors.