Think your customers are satisfied? Across industries, numerous consumer studies reveal the disconnect between business perception and customer reality. Customer expectations evolve at a rapid pace – is your business listening?
That’s where the Voice of the Customer (VoC) must come in, enabling you to listen to the voices behind those conversion rates – or bounce rates and abandoned carts! Get it wrong and you’ll see low response rates and limited value. Get it right and you – and your customers – will quickly reap the benefits.
We’ve partnered with Ross Rubin, the principal analyst and founder of Reticle Research, to bring you expert tips for building meaningful Voice of the Customer programs and gaining the valuable insights you need.
KEY TAKEAWAYS:
That’s where the Voice of the Customer (VoC) must come in, enabling you to listen to the voices behind those conversion rates – or bounce rates and abandoned carts! Get it wrong and you’ll see low response rates and limited value. Get it right and you – and your customers – will quickly reap the benefits.
We’ve partnered with Ross Rubin, the principal analyst and founder of Reticle Research, to bring you expert tips for building meaningful Voice of the Customer programs and gaining the valuable insights you need.
KEY TAKEAWAYS:
- What a VoC survey is and how it fits in a bigger picture of customer data
- Tools and methods for capturing more in-depth, actionable customer insights
- Examples of some useful VoC questions to ask to get the data you need
- VoC metrics, their value, and their business impact
- How to maintain the momentum by putting data into action
