Tag Archives: voice of the customer

9 Enterprise Voice of the Customer (VOC) Tools You Should Know About

9 Enterprise Voice of the Customer (VOC) Tools You Should Know About

As consumer behaviors and demands continue to evolve, brands are now focusing their efforts on delivering a good customer experience, even if that’s at the (slight) expense of the actual product or service they sell. In fact, a study by Gartner states that nearly 89 percent of companies are competing

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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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The Customer Voice: Bringing Value to Online Data

The Customer Voice: Bringing Value to Online Data

As the influence of social media continues to proliferate, so does the volume of online consumer insights available to companies. The ability to successfully filter, capture and analyze actionable data is extremely lucrative for data-driven organizations. According to a 2017 McKinsey study, organizations that leverage consumer behaviorial insights outperform

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