Sign up to get full access to all our latest content, research, and network for everything customer contact.

Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight

Add bookmark

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

Empowered customers have changed the business landscape. Successful buyer/seller relations today can no longer be managed through a "one-size-fits-all" approach. Businesses need to tune into the rapidly changing needs of buyers to delight them in a timely fashion. Customer interactions are an opportunity to resolve issues and deliver valuable insight.

This recent Aberdeen Group report, sponsored by Cvent, examines how organizations leverage the customer voice to optimize customer retention and other performance metrics.

Discover how best-in-class companies:

• Retain 91% of customers compared to 69% for Industry Average
• Achieve a 53% first contact resolution rate through an improved voice of the
customer initiative as compared to 35% for Industry Average
• Improve response time to customer requests by 11.9% compared to 3.4% for All