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VOC

August 28, 2018

Why Does Customer Experience Matter? Two Powerful Reasons

When you’re in the earliest stages of your customer experience (CX) journey, it can be hard to grasp the strategic value of CX. You may find yourself thinking: “Yes, I know customers are important. But do I really need a distinct program focused on customers?” It may seem simple to take a hands-on … [Read more...] about Why Does Customer Experience Matter? Two Powerful Reasons

Filed Under: Customer Experience, Featured, VOC

April 2, 2018

5 Voice of Customer Tactics For Small Client Bases

Last week I talked with someone who works in commercial real estate. He is interested in providing a great Customer Experience for his clients because he has a close relationship with each of them, and they are each worth a large percentage of his firm's revenue. However - he pointed out that the … [Read more...] about 5 Voice of Customer Tactics For Small Client Bases

Filed Under: Featured, VOC

February 8, 2018

A Basic Voice of Customer Program In 3 Steps

At its core, an effective Voice of Customer (VOC) program relies on three simple steps: First, measure baseline quantitative customer satisfaction to find out where you stand now, what percentage of customers are happy with their experience and why. Second, gain insight into what drivers are … [Read more...] about A Basic Voice of Customer Program In 3 Steps

Filed Under: Featured, VOC

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