Tag Archives: customer feedback

What is a Net Promoter Score? And Why You Should Know

What is a Net Promoter Score? And Why You Should Know

How do your customers really feel about your company? To find out, you could train employees to ask for feedback after each transaction, then feed those responses into a database. You could subject customers to a lengthy survey. You might also host periodic focus group meetings.

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10 Common Voice of the Customer Mistakes

10 Common Voice of the Customer Mistakes

We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions.

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Why Your Voice of the Customer Data Isn’t Actionable (and What to Do About It)

Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)

Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.

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