CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? If this is a challenge you''ve had to face, here are a couple of things to keep in mind for your VoC/CX surveys. Without a purpose or an owner, the question is wasting real estate.
Execs In The Know
APRIL 14, 2022
During this panel, Concentrix’s Marc Mandel led an in-depth discussion about maximizing Voice of the Customer (VoC) data, touching on survey design and deployment, strategies for VoC data use, and techniques for turning customer feedback into action. Is Your Voice of the Customer Data Failing to Deliver Change? You’re Not Alone.
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DMG Consulting
APRIL 11, 2022
and the exodus from commercial real estate to work-at-home, the effects are evident every day and everywhere. From virtual classrooms to the surge in e-commerce and subscription services (e.g., HelloFresh, Stitch Fix, Harry’s, Peloton, Netflix, etc.), For many contact centers, technology saved the day as businesses transformed.
Comm100
APRIL 26, 2020
A few things can and often do happen however: There are no clear and obvious trends that jump out from the VoC data. A metaphor that I’ve used to describe this process is viewing your company like a piece of real estate. I can’t really throw stones, however, because I’ve done it myself!
PeopleMetrics
JUNE 4, 2019
The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. VOLUME: Small.
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