At the heart of every successful CX program lies the VoC program, and when they combine, the sky’s the limit. But building a successful VoC can prove to be a challenging task. By following a few proven best practices, you can leverage the power of VoC to enhance your...
We live in a customer-centric world, where buyers are inundated with choices. Being customer focused is no longer merely a smart strategy; it is a realistic acknowledgement of the nature of the market itself. Therefore, having a Voice of Customer program, analyzing...
The owners and managers of hospitality businesses should be familiar with the three types of media present in advertising: owned, paid, and earned. Owned media includes forums owned and controlled by your company such as your website or blog. Paid media involves any...
Customer feedback can be some of the most valuable information available to your business and today’s connected world allows you to ask and act upon it in real-time. Collecting real-time feedback ensures you get more accurate and relevant data, minimizing the negative...
In the era of instant gratification, customers expect their needs to be met and feedback to be acted upon, immediately. And with the variety of digital and social channels allowing customers to make their voice heard, it is critical that businesses foster a...