Lumoa
DECEMBER 15, 2022
Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?
Customer Bliss
JULY 13, 2018
Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.
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Lumoa
NOVEMBER 2, 2022
The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year. We rely on telecommunications to connect, communicate, and conduct business globally. This information helps businesses determine which aspects of products or services are appreciated by customers and vice versa.
Second to None
AUGUST 9, 2018
One recent example happened in the telecommunications industry. Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping.
Second to None
JANUARY 22, 2019
Miles says, “The rapid growth of mobile devices coupled with the increasing need for security has made texting a powerful communication platform. For creating amazing customer experiences, that includes ease of doing business. Texting fits the bill as an easy to use communication platform. Think at a higher altitude.
PeopleMetrics
DECEMBER 5, 2017
You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!
SurveySparrow
MARCH 21, 2023
Communication channels are more personalized: B2C customer service involves digital communication channels such as social media, mobile apps, chatbots, etc. Even though B2B leverages all the above communication types, the interactions are much more personal. Do not oversimplify the issues faced by your customers.
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