Are You Listening? Why Your Customer Experience Program Will Fail Without the Voice of the Customer

05 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.