Tags » Voice Of The Customer

'Customer Experience'-Experience

The most powerful learnings come from reflecting upon your own experiences. And telling about them. Here’s a story I love to share:

We were sitting in one of the largest meeting rooms available. 972 more words

Customer Experience

Innovation, ecosystems, platforms and the promise of more to come

Jeffrey Phillips and I are launching our fourth collaboration together, this time we are exploring innovation ecosystems and the growing impact they are having in the business world through their ‘conecting and collaborating difference’ that can lead to vastly different final customer experiences. 496 more words


Use Customer Insights To Close Four Loops

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. 132 more words

Customer Experience

Conditional questions with Dynamics CRM surveys

Need to send a survey to your customer?  No doubt you’ve already thought about using SurveyMonkey and their ilk, but if you’re already a Dynamics CRM user then the out-of-the-box… 309 more words


Report: Five C’s of Mobile VoC Disruption

We just published a Temkin Group report, Five C’s of Mobile VoC DisruptionBest Practices for Embracing the Power of Mobile in Your Voice of the Customer Program… 165 more words

Customer Experience

Beyond Listening to The Voice of The Customer / Employee

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. 508 more words

Customer Insight (inc VoC)

Improving Self-service Channels Effectiveness with Speech Analytics

High incoming call volumes lead to high cost of customer service. By empowering customer to self-help themselves, contact centers can not only decrease the number of incoming calls, but also reduce the overall cost of operations and improve customer satisfaction. 157 more words

First Call Resolution