Articles
Tag: voc (page 3)
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Digital Customer Experience Lessons From Getting My Car Serviced
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
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Bringing the 'Customer' Back Into Customer Experience
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Understanding the 'Why' Behind Customer Churn
Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not All User Feedback Is Equal: Here's How to Put It in Context
Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Not All Customer Feedback Models Are High-Tech
Customer feedback feeds improved customer service, product refinements and the broader customer experience. How are you collecting feedback?
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The CX Power Couple: Why Customer Feedback and Analytics Must Both Inform Product Design
The more angles that you can look at your customers, the better. After all, if even they don't know why they do what they do, it’s unlikely you will either.
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Who Should Have a Say in Customer Journey Mapping Programs?
Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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CX Decoded Podcast: Elevating Your Voice of the Customer Program
Voice of the Customer (VoC) programs can make or break your customer experience programs. Can you gain actionable insights from your VoC?
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How to Include the Voice of the Customer in Your Digital Policies
Take a hard look at your digital activities to understand whether they’re serving your organization’s entire ecosystem ... or just your organization.
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Common Ways CX Practitioners Use Voice of the Customer Templates
We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback.
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4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy
C-level sponsorship can be an essential factor in being able to obtain the resources necessary for a successful CX program.
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Why You Should Focus on Community Building More Than Audience Building
Online communities are growing and savvy marketers are switching from audience-building to community-building. Marketers and executives share their thoughts.
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What Can Social Listening Do to Improve CX?
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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6 Key Takeaways From DX Summit 2020
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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