Articles
Tag: voice of the customer
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Best Practices for Post-Sale Customer Experience
Company execs offered their thoughts on what they have found as the best practices for continuing CX after the sale.
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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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What Is Voice of the Customer and What Does it Mean for Customer Experience?
Voice of Customer (VoC) programs have been shown to improve the customer journey, but only when brands use VoC metrics to obtain actionable insights.
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How the COVID Crisis Has Businesses Changing up Their VoC Playbook
Voice of the customer has never been unimportant, but the recent crisis has businesses reevaluating their VoC playbook.
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Boost Your Voice of Customer Program With These Tactics
Marketers seeking to boost the effectiveness of their Voice of the Customer (VoC) programs can benefit from these best practices.
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3 Roadblocks to a Successful VoC Program
Voice of customer programs play an integral part in any customer experience program, but these roadblocks can hobble your efforts.
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What You Should Know About Voice of the Customer Survey Questions
Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider.
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How Angry Customers Can Help Your Business
We’ve asked industry leaders how they prevent angry customers, handle customer complaints, and turn angry customers into something positive for the business.
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7 Voice of the Customer Metrics You Shouldn't Ignore
VoC is a critical part of understanding your customers' journey. Here are the VoC metrics that you should focus on, and some you may have been ignoring.
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How Bank of America Executes Its Voice of the Customer Program
Bank of America has 66 million customers who interact with the company in person and online. How does it keep in contact with so many clients?
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The Secret to Actionable VoC and Customer Journey Mapping Programs
Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?
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Katrina Schiedemeyer: Develop Non-CX Talent as VoC Program Ambassadors
Katrina Schiedemeyer of Oshkosh shares her best-practice advice on building a VoC program and explains the complementary role employee engagement plays.
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Use Voice of Employee Insights to Propel Better Customer and Employee Experiences
One of the missteps organizations make in their approach to culture transformation is to put all of their focus on designing the change from the top down.
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