Are You Listening? Why Your Customer Experience Program Will Fail Without the Voice of the Customer05 September 2012 by Confirmit
Customer experience management has become established as a method of improving customer retention, reducing costs and creating a customer-centric culture. Research suggests that businesses who offer the best customer experiences have low customer churn and higher levels of business from referrals. But customer experiences cannot be managed in a vacuum. The voice of the customer must be tightly integrated to ensure that your customer experience program is effective and that vital insight is not lost in silos.
This free-to-download white paper looks at why customer experience programs need to include the voice of the customer and discusses key requirements to ensure that voice speaks clearly.
Are You Listening? Why Your Customer Experience Program Will Fail Without the Voice of the Customer