Articles
Tag: voice of customer
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Fielding Your Customer Survey: Remember the 4 P's
The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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How to Start Analyzing Before the Data Arrives
At the end of the day, you want to be able to justify the statistical assumptions you have made. The best time to do so is before the first response comes in.
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4 New Ways to Use Customer Satisfaction Results
Are you exploring all of the ways to apply customer satisfaction results to unlock business insights?
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5 Ways to Improve Customer Experience as Online Competition Heats Up
Here are some tips you can apply to improve the digital customer experience for your target audience.
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The Most Important Customer Survey Question
To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking?
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Why the Evolution of CX Is Impacting Your First-Party Data Strategy
CX leaders are stewards of the customer voice throughout the organization: from ensuring it's accurately captured to representing it in company strategy.
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It’s Time for VoC to Get a Little Brother: The Voice of the Product
By using the IoT to give products a "voice," businesses can expedite the customer experience optimization circle.
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CX Projects vs. CX Programs: Why CX Professionals Confuse the Two
Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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Why Most Companies Stink at Customer Feedback
The majority of companies are ineffective at working customer feedback into corporate decisions. Here's where they go wrong.
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Balance Customer Feedback and Innovation to Perfect Your Customer Experience
Businesses that balance customer feedback and analytics alongside their product roadmap understand who they are — and who they want to be — as a company.
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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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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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