CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” There are many VoC maturity models that you can consult.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Second to None

SEPTEMBER 18, 2018

Implement mystery shopping and voice of customer survey programs to ensure that your call-center customer support staff is reducing consumer effort within each individual request. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Second to None

FEBRUARY 15, 2019

NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model. Customer Effort Score (CES). What is it?

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78