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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

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.

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Integrated CX: The Complete Guide

InMoment XI

Integrated customer experience revolves around breaking down data silos and consolidating customer data from diverse sources into a unified and accessible repository. The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback.

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The Power of Listening: Mastering Voice of the Customer Surveys

InMoment XI

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
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Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

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. In This Article: What is Voice of Customer Analytics?

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Good Survey Questions: 30 Effective Questions to Ask

SurveySensum

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Now, think about the authenticity of the feedback received by the company, do you think your feedback will be actionable for the? Were our customer service representatives helpful in resolving your issue?

Survey 52
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Journey Map or Process Map? What’s the Difference?

Seaton CX

Perspective Inside-Out (Company’s Perspective) Visualization Workflows and Processes Elements Activities, Decisions, Hand-Offs, Systems Process Maps The process map is an important tool for understanding how a business really works, and where the actual activities differ from the documentation and manuals.

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Make Your Voice of Customer Program Actionable

Pointillist

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?