PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. More #CXSecrets.

Marketing 67

Marketing CEM Advertising Video 67

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

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. ” Wow!

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62