PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC. Stay Tuned.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. can all be folded into a VoC program to get answers fast. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Following up on recover alerts is the heart of your VoC program. In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. Does Closing the Loop Pay? Why follow up?

Close the Loop 78

Close the Loop VOC CEM NPS 78