The One Relationship That Determines The Success of Your VoC Program
No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program -...
B2B VoC and B2C VoC Are Completely Different
Listen or Die author Sean McDade, PhD explains the differences between B2B and B2C Voice of the Customer (VoC) programs.
Build Your VoC Program From Where You Are: Part 1 - Building Phase
COVID-19 has no doubt changed something about your CX. Use this Building Phase checklist to reassess your current VoC program and...
Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.
There are so many benefits to collecting and managing recognize alerts. It provides a balance to recover alerts, a cost-effective...
Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain
Implement Root Cause Analysis (RCA) on each and every recover alert to reduce the chance of churn across all of your customers,...
Recover Alert Management - Centralized vs. Decentralized Approaches
Recover alerts are the core of any advanced VoC program. Let’s talk about the two primary strategies companies use to respond to...
The 3 Most Valuable Types of VoC Alerts
VoC alerts allow companies to recover lost customers, recognize star employees and generate new leads. Taking action on alerts is...
Closing the Loop on Alerts Provides Immediate ROI. Get It Right!
Immediately following up & resolving customer issues is reason enough to invest in VoC. That's why many companies do it - and you...
Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It
A great VoC program communicator has the same mindset as a marketing professional. At the onset of the program, communicate what...