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With an effective Voice of the Customer (VoC) program, securing buy-in from senior management is vital for success. You need to present a compelling case that highlights not only the benefits of understanding customer experiences but also how their support can streamline implementation and foster organizational alignment.

The first in a multi-part series designed to help organisations understand, implement, and evolve effective Voice of the Customer (VoC) programmes.

Can AI and data analytics really replace first-hand customer feedback?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...