SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? Are you planning to implement a VOC program? . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! What is the difference between the VOC program and the CX program? How to capture VOC data?

VOC 98

VOC B2C Social Media Voice of the Customer 98

ClearAction

SEPTEMBER 22, 2022

Lost ROI on customer acquisition cost. Preventing churn : Customer Service + escalations + remedies + refunds + returns. Customer Success + Loyalty programs. For example, the contact center is asked to shift from a cost center to a profit center.

CX 62

CX Sports Non-Profits Touchpoint 62

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

CX 52

CX VOE VOC Voice of the Customer 52

Qualtrics

SEPTEMBER 23, 2019

Foundational voice-of-the-customer (VoC) programs focus on “crawling”, and once you start to “walk” that executive/leader engagement is critical. This can include: Increased customer retention. Greater customer acquisition. When this happens, customers feel like their voice matters. Decreased cost to serve.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

1 to 1

DECEMBER 13, 2021

It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization. Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience.

CX 26

CX Customer Journey Map Customer Retention VOC 26