Close the Loop Net Promoter Score VOC Voice of the Customer 
Lumoa
JANUARY 24, 2024
Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.
PeopleMetrics
FEBRUARY 25, 2022
Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. This connection is a critical factor in driving customer retention and net promoter score improvements over time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Service Life
AUGUST 22, 2019
Net Promoter Score (NPS). NPS measures a customer’s willingness to recommend a company to a friend or colleague. Listen to the voice of the customer (VOC). If you do nothing else, the act of truly listening to the answers customers give when you ask them one of these survey questions is key.
Experience Investigators
OCTOBER 17, 2023
Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common?
ClearAction
DECEMBER 11, 2016
And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. Business results are correlated with coordination of customer experience management methods.
ClearAction
APRIL 18, 2020
Customer experience management , as it should be managed, is alignment of the company to customers. Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey.
Lumoa
FEBRUARY 9, 2023
Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. How a CSAT survey can look like. Image by Retently. What metrics should you follow?
Expert insights. Personalized for you.
83 
Let's personalize your content