How do you respond when a customer has an emergency? The way you handle it can help the customer believe your organization cares and is committed to providing a good experience.
Category: Voice of the Customer
What is Text Analytics? A Beginner’s Guide
The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.
26 Actionable Steps to Improve Customer Satisfaction
Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.
Customer Feedback: Why It’s Important + 6 Ways to Collect It
In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.
What is Voice of The Customer (VoC)? – Questions, Templates & Methodologies
Voice of the customer, or VoC, has become mainstream – a common, or even essential strategy for many businesses. But what is VoC, and what is the benefit of establishing a VoC strategy?
How to Build Voice of the Customer Survey Questions
In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.
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