InMoment XI

JUNE 27, 2023

That’s why mastering the art of the voice of the customer survey can be a game-changer for any business seeking to better understand its customers. At its core, a voice of the customer (VoC) surveys captures customers’ expectations, preferences, and aversions toward products, services, or your company in general.

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

InMoment XI

FEBRUARY 12, 2024

By merging these elements, Integrated CX empowers businesses to make informed decisions, improve customer satisfaction, and drive success in an increasingly data-driven world. In short, integrated customer experience is an anti-siloed CX strategy. This alignment can lead to 2.4x more revenue growth in your business.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Second to None

MAY 3, 2018

While customers do prioritize consistency in the content of the service you provide, that does not mean that each channel where an interaction takes place should be exactly the same. And the best way to establish this relationship is to provide consistently friendly service across these different channels.

Interaction 59

Interaction Strategy Voice of Customer Brands 59

SurveySensum

JULY 6, 2020

Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Course 83