Do You Actually Listen to What Your Customers Are Telling You? And Do You Really Understand What They Want?
There’s always a battle between business strategy versus customer expectations. By listening to the Voice of the Customer (VoC) you can better align both.
But it’s important to delve deeply into your data, and regularly evaluate your analysis to identify foundational issues, versus transient or temporary ones.
Successful organizations proactively communicate the extracted insights to key decision-makers so they can positively impact the customer experience in real-time.
Some key findings:
– The most successful programs focus on ‘actionable results’ by asking specific questions
– Analysing customer statements including contradictions, slang, sarcasm, and inferences is key
– Asking for too much customer information or too frequently significantly impacts results
Read the full report to understand how Voice of the Customer (VoC) analysis can positively impact the Customer Experience (CX) you deliver, how to better understand what your customers want you to know, along with the strategies other companies have used to achieve VoC-powered Customer Experience (CX) success.
To download the report Click Here
Enghouse Interactive is a leading global contact centre and video solutions provider that has been serving thousands of customers for over 35 years. Enghouse Interactive (EI) solutions enable customers to deliver winning customer experiences by transforming the contact centre from a cost centre into a powerful growth engine. EI core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to EI’s reputation for always honouring commitments to customers, staff, partners and investors.
Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions and consulting practices, whether deployed on-premise, in the cloud or on a hybrid platform. By providing a broad range of technologies and capabilities based on open standards, EI simplifies the advanced integrations that customers require.
For additional information about Enghouse Interactive view their Company Profile
