Voice of Customer: What does this REALLY mean?
Voice of the customer. At its core, we can all agree it is exactly what it says – giving your customer a voice – but what happens when you really dig into what VoC means within organizations and how it is implemented? Should we rather be talking about the larger bucket of “Customer Feedback”? Even then, what do we mean by that? What questions should we be asking? Take the trusty Net Promoter Score (NPS) that is more often than not included in any form of VoC. Is this the be-all and end-all of VoC?
Watch a panel discussion that includes Alan Barkwill, MBA, Consumer Research Manager at Farmers Insurance, Stephanie C. Harris, Research Consultant, and Julie-Anne Reda, formerly of Cambia Health Solutions and new VP Product Management at FocusVision as they dig into this hot topic and talk about their views and experiences in the world of Customer Feedback.
In this webinar, we will cover:
- Voice of the Customer – what do we really mean by this term?
- Net Promoter Score – customer feedback’s silver bullet or red herring?
- Customer feedback in an ideal world
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Many feedback programs measure Net Promoter Score movements, but few can reveal the “why” of customer behavior. Forsta’s HX Benchmarks puts performance in context so you can understand what great experiences look like for your customers. Learn more about the human-centered intelligence you need to outperform the market.
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