5 Mistakes to Avoid in your Voice of Customer Program
PeopleMetrics
MARCH 30, 2017
Poor program design: Many Voice of Customer (VoC) programs are not designed well. Retain Customers? Or is it to begin to track and improve NPS? Examples of metrics that can improve include # of detractors, # of loops closed, number of open cases over 2 days, customer effort score, etc. Is it to reduce churn?
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