Notas del episodio
You know that listening to and understanding your customers is a make or break for your business.
So when a Harvard Business Review survey found that 72% of CEOs say they understand their customers, but only 35% of customers agreed, it highlights a HUGE perception gap in the customer experience. One that sets brands up for dangerous dips in sales and retention.
Getting VoC right could be the key to a performing contact center. And who doesn't like a good key?
This episode is based on the article, "Voice of Customer: What It Is (And Where Many Go Wrong)"
Sam also mentions other resources we have about improving your VoC programs. Here are a few:
- https://getmindful.com/blog/real-life-voice-of-customer-examples/
- https://getmindful.com/blog/how-to-measure-customer-satisfaction/
- https://getmindful.com/blog/using-customer-satisfaction-score-to-empower-agents/
Still hungry?
Let us know what you think on Linkedin or by emailing snack@getmindful.com.
Hear more at getmindful.com/podcasts/