tag voice-of-the-customer 
InMoment XI
SEPTEMBER 22, 2022
Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs. What Is Six Sigma? .
InMoment XI
JUNE 14, 2022
PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.
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Eptica
NOVEMBER 13, 2020
Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.
Playvox
SEPTEMBER 30, 2022
Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.
Playvox
OCTOBER 20, 2023
In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?
ShepHyken
FEBRUARY 4, 2020
The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.
Playvox
SEPTEMBER 14, 2022
That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.
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