Voice of the Customer: Five Secrets to Drive Customer Loyalty & Advocacy

The voice of the customer is louder than ever before. Are you listening? Aberdeen’s research shows that multi-modal data collection has become the new normal in capturing customer feedback. Your customers are sharing their feedback – both solicited and unsolicited – in a variety of ways.

Best-in-Class organizations differentiate themselves from the competition by using customer feedback data to guide business activities, but in order for them to be effective, they need a feedback collection strategy that reaches across all critical touch points and examines what customers are saying even when we don’t ‘ask’ them.

In this webinar, Omer Minkara, Research Director, Contact Center & Customer Experience Management, Aberdeen Group, and Stacey Nevel, Principal Consultant, Customer Success, Confirmit, discussed:

  • The current state of the market in VoC programs
  • The price of an ineffective VoC program
  • How the Best-in-Class are getting ready for the future
  • The impact of VoC on omni-channel programs

Stacey Nevel
By Stacey Nevel

Stacey Nevel is a seasoned Customer Experience (CX) professional with over 20 years of experience managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services companies and for last 13 years with vendor-side CX technology and consulting providers. Her current role as the VoC Consulting Director at Confirmit involves championing industry best practices among current clients, helping new clients define or re-define their VoC programs and helping to shape Confirmit’s VoC methodology and services offerings. Stacey holds a B.S.B.A. in Marketing/Psychology from Georgetown University as well as CCXP, CEM and NPS® industry certifications.

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