How Do You Know When It's Time to Redesign Your VoC Program?
CX Journey
MAY 17, 2017
Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements.
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Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand
Maru Group
AUGUST 3, 2020
Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.
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On Metrics and Complacency
CX Journey
FEBRUARY 27, 2019
Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.
On Metrics and Complacency
CX Journey
FEBRUARY 27, 2019
Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.
Customer Experience Leaders & Laggards – What’s the Difference?
Customer Alignment
OCTOBER 2, 2017
“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?
Learning to Adapt in an Ever Changing Market With Nate Brown
Kustomer
SEPTEMBER 3, 2020
Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. And then you build up your voice of customer engine.
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