Articles
Tag: voice of customer
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The Evolution of Customer Experience Leads Back to the Employee
Combining customer experience with the voice of employees is the key to addressing the biggest challenges facing your business.
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Are You Listening to Your Customers or Just Tuning Out?
Surveys are a great tool when used appropriately, but other methods are available and it’s crucial to recognize what’s best for the job.
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The Age of Ask – Alexa, Are We There Yet?
Voice capabilities, search in particular, made almost every 2019 priority list — and this is clearly a global trend.
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No, I Don't Want to Take Your Survey
If your survey talk to my needs rather than your needs, I might just respond ....
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Customer Experience is Lip Service Without CDP, VoC
Getting customer-centric and prioritizing the CX in your company isn’t just about shifting your cultural mindset or setting new innovation priorities.
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5 Steps For Building a Voice of the Customer Program
What do revenue, retention and reputation all have in common? They all revolve around the customer.
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Qualitative Research: The Third Essential Customer Research Input
By balancing qualitative research with quantitative and observational research can offer a full picture of your customer's needs.
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5 Customer Experience Trends to Watch
These five customer experience trends will shape the rest of 2018 and beyond.
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9 Challenges to Successful Voice of the Customer Strategies
Are your VoC efforts underperforming? Are you just getting started? Don't let these common pitfalls hold your organization back.
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You May Know Your Customer, But Have You Lost Sight of the Person?
Marketers will have more success building brand loyalty if they use research, data and analytics to truly understand, and empathize with, their customers.
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Looking for Your Next Big Idea? Ask Your Customers — and Really Listen
Customer feedback can help inspire your next big idea, but remember: it's just one form of input.
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Transforming Listening Into Action: Fortifying Voice of Customer Programs
To improve the customer experience at a time of tight marketing budgets, companies must take action on insights gleaned from voice-of-the-customer initiatives.
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Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)
To improve your voice of the customer program, use concise surveys to collect relevant data and tailor insights to the needs of specific business units.
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From Surveys to Transformation: Take Your Customer Experience to the Next Level
To pursue true customer experience transformation, brands should consider the three C’s of great customer experience: capacity, competence and capability.
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