How to Use VoC Feedback to Motivate Your Team
How can you motivate your team to improve the customer experience (CX)? Sharing voice of the customer (VoC) feedback with
front-line team members helps them see how their actions affect customer perceptions. Positive praise from customers can inspire your team to “go the extra mile” in service interactions.
Visit our blog to learn 3 proven ways to motivate your team using VoC feedback.
Why Your CX Surveys Need Open-Ended Feedback
Most organizations pay careful attention to selecting closed-ended questions in CX surveys. However, they often overlook the value of asking for open-ended feedback.
Discover 3 reasons open-ended feedback is essential to your CX strategy in a recent article on our blog.
Voice of the Customer: 8 Tips to Win Executive Buy-In
Voice of the Customer initiatives can create big benefits for companies. Despite their success, executives are often hesitant to embrace them. Many business leaders still struggle to see the value in investing VoC program improvements.
Visit the CMS Wire blog to learn 8 tips for winning leadership buy-in for your VoC program.
Infographic: The Evolution of Listening to the Voice of the Customer
As technology and customer experience strategies have evolved over time, CX survey practices have naturally followed suit. The way companies capture VoC feedback today is a radical departure from yesterday’s methods.
View MyCustomer’s infographic to see how listening to the voice of the customer has changed over the years.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.