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A recent Forrester whitepaper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.
A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast!
A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast!
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