Results for : voice of the customer

Building a Better VoC Program

"We hear you." "We're listening." "We get you." Marketing departments have churned out so many variations on this phrase that the very concept now borders on the cliche. Practically every business says that they are genuinely "listening" to their customers and "hearing" their legitimate concerns, but what does that really…

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experience differentiation. While at one time the way for companies to maintain a corporate advantage was product differentiation, things have changed in saturated markets where customer loyalty is harder to gain—and keep. While most businesses…

VoC and ROI: How can Voice of the Customer impact revenue?

Henry Ford famously (or infamously) said car buyers could have any color they wanted as long as it was black. This short statement implied that the distributors of products and services held all the power and the final say. Conversely,  the consumer, the receiver of products and services, were powerless…

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