customer feedback

10 Common Voice of the Customer Mistakes

PHOTO: Brent Ozar We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.  Some brands have turned to Voice...

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Your Customers Are Speaking: Are You Listening?

PHOTO: freestocks.org If you’re a business owner and it isn’t clear to you that the customer’s voice is the most important voice to hear, you’ve been living under a rock. Now, more than ever, customers expect their needs to be met, and they expect their feedback to be addressed right here, right now. Now that social media has made it easier...

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The Customer Is Always Right, Right?

PHOTO: Isaiah Rustad Potential customers often mistake Synup for a full service marketing agency. It isn't — its product focusses solely on managing the local marketing and reputation of businesses. It doesn’t take care of, for example, content marketing.  Another concept some customers don’t get is that Synup works on a subscription-based model, Synup's CEO Ashwin Ramesh said. Customers have told the firm they...

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Why Your Voice of the Customer Data Isn’t Actionable (and What to Do About It)

PHOTO: Jakob Owens Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before. The problem is that brands fail to realize the primary value of VOC data. Information culled...

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