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.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization.

Customer Effort Score: The New Experience Metric

Answer Dash

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? That is the Customer Effort Score (CES). What is the Customer Effort Score? How do you measure Customer Effort Score?