CX Accelerator

FEBRUARY 12, 2018

It’s also important to capture the employee’s voice as employees have very valuable data to share. The voice of the employee is such an underutilized tool to help drive customer experience improvement. To deliver great customer experiences, companies must have a sound voice of the customer strategy.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. Voice of the Customer Voice of the Employee Case Studies eBooks.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. Challenges I might make this sound simple and simplistic.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Confirmit

JULY 13, 2017

We often speak of “closing the loop” in the Customer Experience environment. And with the convergence of the MR and the CX worlds, as well as my own roles at Pulse Train and Confirmit, there are definitely some loops being closed, and new ones opened!

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. For instance tracking your relationship NPS over time gives you an indication of whether your CX initiatives are having an impact on loyalty.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Close the loop with individual or group of customers to respond to their feedback.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40