Driving the Customer Experience and the Top Line with an Integrated Voice of the Customer
In this White Paper, John Goodman, who is considered one of the founders of the Customer Experience industry and is the Vice Chairman of TARP, explains how cutting-edge companies are transforming their contact centers into the heart of the organization's VoC and CE management program. This White Paper will provide you with strategies for delivering a Voice of the Customer (VoC) program that provides top management with a useful tool for managing the Customer Experience (CE), including:
• The eight key components of a successful VoC program
• The five data sets which are crucial to delivering an end-to-end picture of the CE, yet that are often ignored or go untapped in almost all organizations
• The four greatest challenges to building an impactful VoC, and how to overcome them
• How to measure ROI on your VoC/CE program
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