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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Read this post for an excellent example.

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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Read this post for an excellent example.

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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Read this post for an excellent example.

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When CX Value Is Hard to Find: 3 Truths You Need to Hear if Your CX Program Isn’t Moving the Needle

InMoment XI

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. And that doesn’t just apply timewise as your customer journey develops.

Fashion 493
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5 Mistakes to Avoid in your Voice of Customer Program

PeopleMetrics

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. Poor program design: Many Voice of Customer (VoC) programs are not designed well.

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Why listening to customers matters in a recession

Thematic

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

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Don’t Do Digital Transformation, Design It

Storyminers

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together. This post first appeared in CMO Australia in late 2017.

Culture 147