When customer experience professionals talk about Voice of the Customer, there’s often an assumption that we’re always talking about B2C organizations; retailers, banks, insurers, hotels etc. But what about Voice of the Customer for B2B companies?
Read More
Running a call center is expensive; It’s therefore essential that agents are constantly delivered calls, and most importantly, that the calls delivered are the most appropriate ones for them to work on.
Read More
Have you registered for CCC’13 yet? Many of your peers are already signed up and ready to join us in London and Las Vegas. There are still spaces left, though, so you can still register today!
Read More
Following our previous post in which we discussed the rationale and preparation for conducting stakeholder interviews before embarking on a VoC program, here we’ll talk about what to do immediately prior to, during and after the interviews to make sure you get the most from the process.
Read More
What is a stakeholder? And why should I interview one? According to merriam-webster.com, a stakeholder is “one that has a stake in an enterprise” or “one who is involved in or affected by a course of action.” Basically, a stakeholder is someone with an interest in a project or process and will affect, or be affected by, its outcomes.
Read More
What steps are you taking to create a single view of the customer in order to deliver a more personalized customer experience? None? Don’t feel bad; I’ve found that’s the case with many companies.
Read More
This year’s CCC'13 preparations are well under way and we are anticipating two great events.
Read More