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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.

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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.

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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.

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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

In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. But how does this ensure that customer problems are solved not just in one case but in all future iterations? Many businesses keep tabs on endless amounts of metrics. And that’s valuable information!

Fashion 493
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How & why to restart your Voice of Customer program

Thematic

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

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How to tell your Voice of Customer story with pattern discovery

Thematic

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

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5 Mistakes to Avoid in your Voice of Customer Program

PeopleMetrics

Poor program design: Many Voice of Customer (VoC) programs are not designed well. SurveyMonkey was not designed for a VoC effort and the customer will feel that. As will employees. Responding at an individual level is a core recommendation of PeopleMetrics.