Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. 3: Close The Loop With Customers .

Gaming 69

Gaming VOE VOC Close the Loop 69

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

CX Journey

DECEMBER 27, 2017

They focus on the metric , i.e., they try to move the metric, not to improve the experience; moving the metric can actually be detrimental and cause inappropriate behavior, gaming, and other undesirables that derail from the purpose of listening to customers and does not involve the same actions required to improve the experience.

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Customer Service Life

AUGUST 22, 2019

If you’re considering this, think through whether any of these can be gamed in such a way that you no longer get an accurate representation of where you truly stand with your customers. Listen to the voice of the customer (VOC). Also, be sure to close the loop with your agents, coaching them on they can do differently the next time.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Waypoint Group

DECEMBER 3, 2015

Closing the loop is a must. The post Why Selling to Businesses Changes the CX Game & What You Need to Know to Win appeared first on Waypoint Group. Keep the communication open between the many people within an account and your team; feedback requests can’t be a one-time annual event.

Gaming 40

Gaming B2B CX B2C 40