4 tips to mature your VoC programme Paid Members Public
Having a VoC programme is not just listening to customers and monitoring performance. A mature programme enables you to continuously improve, driving business performance in return. So how do you move up the maturity curve?
4 Tips For Creating A VoC Program That Can Measure CX Success Paid Members Public
CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX
Text Analytics Software – How to unlock the drivers behind your performance Paid Members Public
Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text Analytics
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction Paid Members Public
Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst
