he golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. It’s simple — except, it isn’t.
Voice of the Customer (VoC) programs have become vital drivers for brands looking to be competitive in customer experience. A Gartner study shows that 89 percent of companies are currently focused on CX as a competitive differentiator. However, according to a recent report by Forrester, only 33 percent of CX professionals say their VoC program is effective at “driving action” to improve customer experiences.
https://www.cmswire.com/customer-experience/4-tips-to-get-more-from-voice-of-the-customer-programs-in-2019/
Is the customer always right? Maybe not, but their thoughts will always be an integral part of improving customer experiences. The Voice of the Customer (VoC) refers to feedback from customers on “their experiences with and expectations for your products or services”, according to survey software company Qualtrics. Feedback is more than just a survey—collecting VoC data is an in-depth process that compiles detailed information that companies can use to improve processes successfully.
https://blog.salemove.com/what-is-voice-of-the-customer-and-why-does-it-matter/
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