Close the Loop Gaming VOC 
eglobalis
MARCH 30, 2025
This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. This can misrepresent the broader customer base. The shift is from episodic surveying to always-on listening.
PeopleMetrics
MARCH 24, 2025
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Doing CX Right
OCTOBER 20, 2020
Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. 3: Close The Loop With Customers .
CX Journey
DECEMBER 27, 2017
They focus on the metric , i.e., they try to move the metric, not to improve the experience; moving the metric can actually be detrimental and cause inappropriate behavior, gaming, and other undesirables that derail from the purpose of listening to customers and does not involve the same actions required to improve the experience.
CX Journey
APRIL 17, 2019
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.
Doing CX Right
SEPTEMBER 5, 2020
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.
Customer Service Life
AUGUST 22, 2019
If you’re considering this, think through whether any of these can be gamed in such a way that you no longer get an accurate representation of where you truly stand with your customers. Listen to the voice of the customer (VOC). Also, be sure to close the loop with your agents, coaching them on they can do differently the next time.
Expert insights. Personalized for you.
356 
Let's personalize your content