Competitive Advantage Customer Voice Employee Engagement 
ECXO
MARCH 6, 2025
It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources.
GetFeedback
JANUARY 19, 2020
Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Effective deployment of surveys by touchpoint.
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Lumoa
OCTOBER 31, 2018
For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks.
ShepHyken
MARCH 23, 2018
They had greater employee engagement and more loyal customers. Delayed responses escalate, infuriate, and drive customers away. Technology gives employees’ and customers’ voices unprecedented power to impact revenue, retention, and loyalty. Lead with communication.
PeopleMetrics
AUGUST 25, 2015
Listening to the Voice of the Employee works in a similar way, but from an internal perspective. It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience.
C Space
NOVEMBER 4, 2019
Understanding human behavior – and building customer-company relationships that create value for both – drives growth. Yet only 14% of marketeers say that customer centricity is a hallmark of their companies, and only 20% of companies use insight as a source of competitive advantage. Evolving Team Capabilities.
Avaya
JUNE 18, 2018
Automated Quality Management can take your quality assurance program to the next level by automating scoring for some or all questions on an evaluation form—empowering quality managers to shift resources from scoring customer interactions to focus on coaching agents, so they can improve customer satisfaction and employee engagement.
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