Why Legacy VOC Metrics Fail To Provide The Insights You Need To Succeed


Given its importance, there are several businesses that measure CX (Customer Satisfaction) for their brand, normally through VoC (Voice of the Customer) programs.
Now, VoC programs often provide top-line information, such as metrics like NPS (Net Promoter Score) or CSAT (Customer Satisfaction) metrics, which provides an incomplete vision. That means while you can track if these vital scores in your easy to use CRM have gone up or down, it is not just possible to find better insight by looking ahead of them and view why they have altered.

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Created by Convergehub 6 weeks 6 days ago – Made popular 6 weeks 3 days ago
Category: Business   Tags:

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