We’ve all been there… at a customer service crossroads
Stuck on hold, waiting for customer service. Maybe we’ve even chatted with bots, responded to surveys,
emailed, or called before. But here we are, waiting to explain an issue that we couldn’t solve on our own to an unfamiliar yet well-meaning agent. After the call, we’re presented with a survey to collect our feedback. Perfect! Another chance to tell them how we feel and hopefully prevent future frustrations—right?
Not if that feedback isn’t recognized by the right person.
Unfortunately, disconnected experiences like this happen all the time, sending customers running to competitors. And the general consensus is that businesses end up spending 6-7x more to replace them than they would to retain them. That’s why CSAT is critical. Every moment makes an impact, and could mean the difference between a one-time disillusioned customer and a lifelong advocate and promoter of your business.
When you can see all of those moments—in real time and in context with other interactions along the
customer journey—you can adapt and take the right action to create the best possible CX.
That’s all doable with a mature Voice of Customer (VOC) program, one that spans all areas of customer feedback across all touchpoints. Such holistic VOC programs not only improve retention but are a proven
differentiator for customer loyalty and help improve sales, as well as wallet-share, for your brand. In fact, research found that businesses using VOC achieved 95% greater year-over-year growth in company revenue.¹
This eBook will explain what a comprehensive VOC program looks like, and how omnichannel customer
feedback can help you increase loyalty.
This article is posted at nice.com
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