Articles
Tag: voice of the customer
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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Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information.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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Move Beyond Surveys to Gain a Full View of Your Customers
Businesses have to analyze data that is more reflective of the voice of the customer (VoC) to enhance customer loyalty and drive the bottom line.
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Know What's a Powerful Business Driver? Customer Success
Are you focused on the customer? On customer success? On customer retention? Does it drive what you do day in and day out?
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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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What Do Your Customers Really Think of You?
What do your customers think of you — and more importantly, what are you going to do about it?
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Voice of the Customer Strategies: Effectively Turning Feedback Into Action
Translating customer feedback into actions that improve CX requires a structured approach to gathering and processing customer feedback.
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Can VoC Data Easily Integrate With Customer Data Platforms?
How can you make data from voice of the customer programs and customer data platforms work together?
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How Thoughtful Surveys Generate Valuable Customer Feedback
Poorly-designed surveys waste everyone’s time. Here are some common survey problems and ways to get the most out of your next.
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