Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in just another customer survey.
For dedicated CEM professionals, a VoC program is simply the right thing to do. However, while some organizations just get it, for many, a lot of work is required to secure the financial and operational investment necessary to build a true VoC program. There isquite reasonablya call to demonstrate Return on Investment.
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