Articles
Tag: voice of customer
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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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Are Your Customers Shouting Into the Void?
Don't ignore your customers. Give your customer-facing teams access to intelligent content so they can provide personalized responses to customer problems.
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Real Engagement Trumps Social Media Listening
By directly engaging customers, brands will receive more accurate data about consumer sentiment than they would on social media
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Empathetic Marketing Creates Emotional Customer Experiences
Do you really know how to satisfy your customers' emotional needs? Just as you seek to discover what your customers want, it's essential to also identify the deeper emotion-based needs of specific aud
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Crowdsourcing the Voice of the Customer Through Feedback Management
Your customers are talking about you. Are you listening? While more and more companies are embracing the voice of their customer, what the customers says isn’t always true or accurate. How can o
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When a Customer Calls: Optimizing the Customer Experience Across All Channels
As we wrap up our month-long focus on the customer life cycle experience, we’re reminded of how conventional methods of customer service have had to shift their goals, pushed by the conveni
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