Are you incorporating customer feedback into your business? Do you understand why it’s so important and how it can differentiate your brand? Amplified Customer Experience, led by Janelle Mansfield, interviewed me about trends in the realm of Voice of Customer (VOC) as well as CX.
You’ve probably seen signs in restaurants, hotels, and other locations requesting customers for feedback about their experiences. It is common practice more than ever before, even in unusual places like public bathrooms. Focusing on customer experience (CX) and capturing the Voice of Customers (VOC) feedback is smart business. Yet if the execution is not done right, it is wasted effort.
Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without directly asking customers what they want upfront. Then they wonder why they don’t attain sales goals post-launch. Continue Reading →