Voice of the Customer: 5 Steps to Success

Learn how to evolve your customer feedback activities into a strategic Voice of the Customer program that enables you to increase revenue, reduce costs and drive culture change.

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2016 Voice of the Customer Guide

In this guide, we address a number of the critical elements of creating and managing a Voice of the Customer program. You’ll find some great guidance on rolling out new stages of your activities, identifying the right metrics for your organisation and ensuring that you’re able to retain executive-level support in the long term.

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2017 ACE Awards Winners' Showcase

The case studies featured in our 2017 ACE Award Winners’ Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive Customer Experiences, changing business culture, and generating significant Return on Investment.

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Siemens Corporation Case Study

Siemens places a high importance on Net Promoter Score® and has implemented Confirmit Horizons to run a comprehensive customer feedback program that has pushed NPS to unprecedented levels for the organization.

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Screwfix Case Study

Screwfix knows that understanding the customer experience at every touchpoint is essential in ensuring consistently high levels of service, and in identifying potential areas of customer frustration. The Screwfix customer feedback program covers all touchpoints in its omni-channel business and has provided vast quantities of actionable insight that has driven strategic and tactical business improvement.

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Voice of the Customer: What's the ROI?

What’s the ROI for a VoC program? Most of us know that collecting customer feedback and acting on it will result in an increase in customer satisfaction. But how do you prove that increased customer satisfaction brings increased profits?
In this webinar, we took a holistic look at building a financial case for investment in a VoC program.

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Standing on the Shoulders of Giants: Lessons from CX Leaders

In this webinar, Claire Sporton, VP, Customer Experience Management, Confirmit and guest speaker Sam Stern, Senior Analyst, Forrester Research Inc., continued the quest to discover the “secret sauce” of a great customer experience by identifying some of the common ingredients found in world-beating from some of the winners of the 2016 Confirmit ACE Awards to demonstrate how industry leaders use the Voice of the Customer to deliver world-class customer experiences.

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How Do I Get Started?

Ready to find out more about how Confirmit's customer feedback technology can help drive your business forward? We’re incredibly proud of our software and we'd love to show you more. Tell us a bit about your company and we’ll show you how we can help you meet your business objectives today – and in the future.

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