Articles
Tag: voc
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3 Roadblocks to a Successful VoC Program
Voice of customer programs play an integral part in any customer experience program, but these roadblocks can hobble your efforts.
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What You Should Know About Voice of the Customer Survey Questions
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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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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How Angry Customers Can Help Your Business
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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Where the Customer Experience Focus Is Shifting in the Immediate Future
Striving to Increase trust, reducing marketing noise, a renewed focus on UX: just a few ways businesses see CX changing in the near future.
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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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Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now?
How do we understand the real impact of COVID-19 on customer loyalty and how do we mitigate its potency?
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7 Voice of the Customer Metrics You Shouldn't Ignore
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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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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How Bank of America Executes Its Voice of the Customer Program
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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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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Want to Improve Your Customer Experience? Remember the Partner Experience
Across the supply chain, third-party partners have an impact on customer experience, both on the front lines and behind the scenes.
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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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