Tag Archives: voc

5 Customer Experience Trends to Watch

5 Customer Experience Trends to Watch

Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year

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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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Front-Line Workers: The Untapped Knowledge Workers in Your Midst

Front-Line Workers: The Untapped Knowledge Workers in Your Midst

It’s Academy Awards season, and film buffs are excited to find out which movie wins Best Picture. But people are making movies every day that will never be recognized by the Academy: front-line employees. The sights, sounds and stories of movies draw us into new worlds, captivating our imaginations.

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Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work

Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work

Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft.  It’s mind boggling how clearly customers state their feelings about a brand yet that company still does nothing to address the situation.

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Are Your Customer Metrics Making an Impact?

Are Your Customer Metrics Making an Impact?

"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10

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