voice of the customer Archives | Jolt Consulting Group
Customers perceptions and related feelings caused by the one-off and cumulative effects of interactions with a supplier’s employees, systems, channels or products is the literal definition of Customer Experience (CX). It’s important to note that the customer’s perceptionat every interactionis an integral part of the CX formula. Improving the...... Read More
In this “age of the consumer,” where customers are more empowered than ever before because of the ability to access information about products and services in real time, it’s increasingly more difficult for service businesses to keep up with customer expectations and increase profits year after year. However, service companies can learn how...... Read More
Voice of the Customer (“VoC”) is defined as a set of activities or processes which capture customers’ expectations, preferences, and aversions. Today’s best-in-class service firms are able to stay in tune with the customer and potential customer needs by not only developing a well-oiled VoC program but also implementing...... Read More
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