CEM Customer Feedback NPS VOC 
PeopleMetrics
JUNE 29, 2020
In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.
PeopleMetrics
AUGUST 21, 2018
As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Do not leave out measures of recent experience in your transactional VoC surveys.
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PeopleMetrics
JUNE 17, 2020
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Where you start with VoC depends on your level of maturity. In many cases, the customer experience has completely shifted to digital modes. Click checklist to enlarge ).
Lumoa
SEPTEMBER 8, 2021
To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. Connecting metrics such as CSAT and NPS to revenue is complicated. These are just two examples of deep integration of VOC.
PeopleMetrics
MARCH 30, 2017
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences.
PeopleMetrics
NOVEMBER 22, 2019
Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.
Lumoa
FEBRUARY 9, 2023
Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.
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