PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. When a contact center representative fails to resolve a customer issue in the expected time frame. Contact PeopleMetrics: About the Author. When staff members are rude to customers.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. When advertising doesn't align with experience. Consistency is key.

Marketing 67

Marketing CEM Advertising Video 67

ClearAction

MARCH 20, 2020

VoC ROI is highest when you’re using it to guide prevention of issue recurrence for all customers. A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. Then we had a triple crisis in 2001: dot-com bubble burst, Y2K aftermath, and 9-11.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62