PeopleMetrics

MARCH 1, 2017

These qualities should be present in any effective customer feedback management solution as it relates to following up with individual customers: 1. Case Management Tools. Asking managers to take action on real-time customer feedback requires work on their end. Non-Anonymous. Root Cause Tracking.

Customer Feedback 98

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

PeopleMetrics

DECEMBER 5, 2017

These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. It is their responsibility to then “close the loop” by contacting the customer.

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

ClearAction

AUGUST 3, 2015

Combat is incongruous with customer experience, even in rough and tumble environments. Granted, everyone is doing case management, following up with low survey raters. That's all very nice for a small percentage of your customer base. And especially as executive sponsors of customer experience excellence.

Customer Experience 80

Customer Experience Sports Customer Experience Management Gaming 80

Fonolo

JANUARY 14, 2020

Their blog, which is updated regularly, aims to educate the customer service community on the latest trends in CX. They also champion the use of Voice of the Customer programs to improve efficiency and grow revenue. . Top Pick : See the Future of CX: How to listen, interpret, monitor, and act like a leader.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

Confirmit

FEBRUARY 16, 2018

Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges. Voice of the Customer Factsheets. Download the factsheet to learn more.

Case Management 40

Case Management Voice of the Customer Customer Feedback CX 40