4 Ways to Focus Voice of Customer Programs During the Covid-19 Pandemic
As the global pandemic continues to impact our daily and professional lives, we are all trying to adapt to a “new normal.” We are getting used to working from home, collaborating with colleagues online, and getting things done in our...
Voice of Employee in Remote Working – Pulse Management
The ongoing disruption created by the Coronavirus (COVID-19) outbreak is affecting everyone around the globe. Organizations and businesses are working remotely, schools have moved to online classes and individuals have been staying home under quarantine or...
Part 2: Customer Experience Metric Selection
In part one of our article, we talked about four areas to address when measuring customer experience. We shared customer experience metrics in three different categories: Customer perception of the quality of experience, operational metrics and impact...
Part 1: Four Areas to Address When Measuring Customer Experience
Most companies don’t know whether their customers have a problem and how to fix it. According to a study published by Vision Critical, the annual cost of unhappy customers can be as high $537 billion in the U.S. Leading companies such as Apple, Uber and...