Articles
Tag: voice of customer
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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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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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The Dos and Don'ts of VoC Metrics
VoC data is an indispensable part of understanding consumer needs and intent and then improving customer experiences based on that understanding.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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Strike the Right Balance in Your Customer Feedback Strategy
Your ability to listen to the voice of your customer relies on an effective balance of both transactional and relationship surveys.
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Data for the Sake of Data Is Useless: Rethink Your VoC Approach
Marketers must expand beyond a quick check-box survey to truly understand how their customers feel.
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The Chief Insights Officer: It’s About Way More Than Data
Data only gets you so far, especially if it's seen as a proxy for customer understanding. Building customer empathy is the way to win today.
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Mark Nardone: Take a Nuanced Approach to VoC, Customer Advocacy
PAN Communications' Mark Nardone discusses his approach to VoC programs, best practices for creating customer advocates and more.
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Why Voice of the Employee Is as Important as Voice of the Customer
Businesses need to realize the critical role VoE and VoC can play to positively impact customer loyalty and the company's bottom-line.
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Top 10 Reasons to Join a Customer Advisory Board
Participating executives can obtain a number of benefits from participating in well-run CAB programs.
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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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