PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. Case Management Tools.

Customer Feedback 98

Customer Feedback Close the Loop Voice of the Customer Case Management 98

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. Let’s get started by first answering the most important question about closed loop feedback: what is it? Case Management.

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

Execs In The Know

JUNE 25, 2024

Execs In The Know recently spoke with customer experience (CX) leader John Sorenson on strategies for collecting and leveraging customer feedback and the importance of integrating it into every organization’s vision, mission, culture, and processes. All inputs should be aggregated, tracked, and resolved.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

JANUARY 29, 2014

” With simple tools to listen to customers we now have a powerful, honest source for coaching and feedback on team and individual performance – the Voice of the Customer. For others, frontline staff claim to know their customers better than any old survey could. How about a game of one-on-one?

VOC 96

VOC Sports Voice of the Customer Case Management 96

Confirmit

FEBRUARY 16, 2018

Ultimately, mobile access to applications enables a more rapid response to customer feedback, and leads to improved business outcomes. Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges.

Case Management 40

Case Management Voice of the Customer Customer Feedback CX 40

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Customer feedback translates into real changes. ” Voice of the Customer Company Case Studies.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40