Voice of the customerNews

Why do Customer Experience Programmes Fail?

Many business leaders look to use Customer Experience (CX) programmes to strategically improve operations - surveys and studies indicate that companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it?

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NewsVoice of the customer

How To Build An Effective VoC Programme

Customers are becoming ever more powerful and ever more vocal with giving their views to the companies and organisations they interact with. Listening to your customers is essential to understanding their needs and exploring areas for improvement.

Here are some key points to consider when building a VoC programme.

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NewsVoice of the customer

An Essential Guide to NPS

What is NPS? 

Net Promoter Score (NPS), measures customer loyalty and works by simply understanding the proportion of promoters (advocates) and detractors (critics) within a business. NPS is a really powerful key metric in the measurement of customer experience as it is correlated with revenue growth. Used correctly, it can really help a business understand the drivers of success and failure.

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Voice of the customerIVR

5 Great Ways to Collect Customer Feedback

Why is it critical to collect customer feedback?

Collecting customer feedback is one of the best ways to listen to your customers’ voice. Transactional surveys help you to identify and remedy customer pain points, understand what your customers need and most importantly, understand where your business has room for improvement.

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