Customer Care eBook Poor Customer Service ROI 
Stella Connect
MAY 11, 2017
Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). By that I mean immediately, right on the front line—where service teams are actively engaging customers.
BlueOcean
JANUARY 8, 2019
One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. This is a knowledge gap that prevents companies from comprehensively understanding the impact of a single customer on their revenue, and, in turn, how their customer experience impacts the company’s success.
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