Four Things Only Direct Feedback Can Provide

Four Things Only Direct Feedback Can Provide When a company only has so much, they want to be sure that investments are carefully chosen to provide the best result and the most coverage. This is particularly true for investments in customer experience. Most leaders...

Two Worlds. One VOC Program.

Two Worlds. One VOC Program. Grow your business with a holistic VOC program for both digital and physical locations. Your customers want to do business with you in the most convenient way possible—be it on the web, on a smartphone, in app, or in a physical location. ...

Part 1: Why VOC Is a Must for Your Contact Center

Part 1: Why VOC Is a Must for Your Contact Center Voice of Customer: The bigger the picture, the bigger the impact. Your customers can tell you a lot. And they’re speaking through all kinds of touchpoints. That’s because today’s customer journey is more complex than...

Part 2: How to Get Started with Holistic VOC

Part 2: How to Get Started with Holistic VOC Getting started with a holistic voice of the customer program. Today, more than ever, customer loyalty is up for grabs. One bad experience and your competition is just a click away. That one experience can happen anywhere,...

Part 3: Voice of the Customer: Best Practices and Strategies

Part 3: Voice of the Customer: Best Practices and Strategies Eight best practices to help you go bigger with your VOC program. There’s no denying that surveys are an essential tool for customer feedback. But you may have noticed blind spots—areas in the customer...