5 Mistakes to Avoid in your Voice of Customer Program
PeopleMetrics
MARCH 30, 2017
Poor program design: Many Voice of Customer (VoC) programs are not designed well. Increase sales? Retain Customers? Or is it to begin to track and improve NPS? Examples of metrics that can improve include # of detractors, # of loops closed, number of open cases over 2 days, customer effort score, etc.
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