Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

InteractionMetrics

MAY 28, 2019

Qualtrics, the dominant survey software platform defines Customer Listening as, “a term that describes your customer’s feedback about their experiences”. That definition (while prevalent among customer feedback discourse) omits the crux of what Customer Listening is. Customer Listening: A Better Definition.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

CX Journey

MARCH 31, 2016

Often, the respondents are motivated by incentives such as discounts on future purchases, which introduces another degree of bias to the feedback collected. Capturing employee performance on film documents all aspects and nuances of a customer’s experience without subjectivity or bias.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39