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Signals: The future of VoC

Customer Think

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Across all industries, companies use metrics such as the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) and to […].

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5 Strategies to Gain VoC Insights from Knowledge Base

SurveySensum

These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. But the challenge is – How do we gather these VoC insights from the knowledge base? Launch VoC Survey with SurveySensum! Let’s dive in! What to Do with this Feedback?

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9 Key Differences Between Transactional and Relationship Customer Surveys

PeopleMetrics

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. The best VoC programs use both.

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The 7 Sins of Customer Experience

ECXO

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. Keeping an updated VoC program is also necessary to understand the customer’s full story.

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Call Center Metrics Best Practices

Callminer

Net Promoter Score (NPS). Voice of the Customer (VoC). Ideally, VoC solutions leverage data gathered from multiple sources, including phone calls, chats and completed surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC.

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How to Create a Voice of Customer Template for Your Business

Lumoa

One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? Ready to dive in?

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