Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there.
And there are now more ways than ever to get a highly detailed view of the customer journey. Collecting individual data—instead of aggregate data—not only tells you what exactly successful customers look like, but it allows you to personally engage with them. Now, you can let customers know what you’ve done with their feedback, making them feel more like a partner than a consumer.
In a webinar earlier this year, Using Voice of the Customer to Grow Your SaaS Business, we chatted with Ellie Wu of SAP Concur & PictureCS and Charlie Colquhoun of SimplyCX about some of the top emerging trends in voice of the customer initiatives. Here are three trends in the VOC space you can—and should—leverage to create an optimal customer experience.
https://useriq.com/voice-of-the-customer-trends/
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