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Best Practices in Customer Experience Management


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

It seems logical that retailers should ask ‘what do customers want?’ but in today’s environment it is much more useful to ask ‘what’s the difference between what we think our customers want and what they’re really asking for?’

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Now, there are more opportunities than ever to get answers to this question. The combination of modern communications and sophisticated Voice of the Customer programs give customers the capacity to engage with brands across a wide range of channels.

Read this short Best Practice Guide, produced in conjunction with imrg, to understand how retailers can:

  • Get to the heart of what their customers really want using VoC
  • Implement mobile as part of a wider VoC program
  • Integrate VoC with other business systems for wider context
  • Use a simple engagement model to build a successful VoC program.


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