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Recently, I read Right Now’s Customer Experience Impact Report 2010, and it brought home many of the observations Beyond the Arc has made during Voice of the Customer (VoC) engagements. The report reinforces our belief that capturing and analyzing feedback from customer touchpoints is an effective and relatively inexpensive way to understand how your customers [...]
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Are you taking too narrow a view of your customer data? Nothing is more critical to strategizing and executing an effective Voice of the Customer (VoC) program than looking at the “big picture.“ As an example, our financial services clients gather massive amounts of data from customer transactions and mine it for insights about what [...]
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The reason that Voice of the Customer (VoC) programs exist is to monitor the customer experience and identify problems that it makes sense for the business to resolve. Let me be more specific. An effective VoC program will likely uncover—and must address in one way or another—several categories of feedback from customers: 1. Complaints – [...]
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It’s no surprise that consumer-facing businesses with strong customer experience programs generate staggering amounts of data across a variety of touch-points. Consider a retail bank, for example. Customers visit a branch, bank online, call customer service, and communicate with bankers by email on a daily basis. We believe that this avalanche of data can—and should—be [...] |
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