I wrote a blog on Net Promoter Score (NPS) last year and continue to get into discussions about it with clients and colleagues. Martha Brooke of Interaction Metrics is a great dialog partner as she’s an expert on customer surveys and actionable customer feedback. She also shares my passion for this topic. So we put our… Read More »
Let’s get the rant part of this blog out of the way right up front: I am not a fan of Net Promoter Score (NPS®)1 for the contact center. No hidden agenda here. I am tired of the topic coming up and wish it would go away. But I will continue to engage in thoughtful… Read More »
Your customers and prospects have always shared experiences and opinions concerning products and services with family, friends, and acquaintances. They rely on one another when making informed decisions about new purchases or when dealing with particularly troublesome issues – if only to have shoulders to cry on. In the Age of Collaboration, this communications channel… Read More »
Voice of the Customer (VoC) – a.k.a., Customer Experience Management – is a hot topic. After years of process initiatives to save a penny here, a nickel there, everyone is jumping on the VoC bandwagon to find out what their customers’ think of their organizations and products. I’m a big advocate. Ideally, the organization administers… Read More »
If you’re planning to listen to the Voice of the Customer, you’ll need some technology for collecting customer input, analyzing it, and putting it to use in line with your defined strategy. The most prevalent means of obtaining customer feedback are: IVR – A great tool for short surveys immediately following the phone interaction. It… Read More »
Service quality is an important means of competitive differentiation. For years, contact centers have gauged their performance using internally-generated quality monitoring scores. A growing collective of service-conscious companies also measure the “Voice of the Customer” (VoC) and integrate this perspective with internal quality and other performance measures. The first step in planning for your VoC… Read More »