Enabling and empowering your employees to create great customer experiences is the key to building and sustaining a customer-focused business. And in the end, it leads to major strides in brand loyalty and retention.
When it comes to running an effective VoC program, you need to know what you’re measuring. We’ve broken out three of the most commonly used customer experience metrics to help you identify what you need to measure and how you should measure it.
In today’s technology-driven world, the customer is king. We hear this all the time, but very few companies really figure out how to keep the customer at the forefront of their business. The companies who have figured out how to scale customer focus throughout their organizations are experiencing big returns and sizable growth.
Isn’t it interesting that for some things, we’ll spend hours or days doing research before making a purchase, but for others we’ll buy on a whim? For example, why might I walk out of the store wearing an enormous cowboy hat when I went in for “just the essentials?”
Popeyes Louisiana Chicken was in trouble. Stock prices were way down, sales were dropping and customer service had dropped to the bottom of their priority list. What ultimately saved the fast food chain from the death spiral? Overhauling their culture to focus on customer obsession.
How can you build a customer-focused culture and set yourself (and your company) apart from the competition? Doing so will require more than responding to unconventional customer requests, but building customer-centricity doesn’t have to be a daunting task.
Join us on Wednesday, August 12, as Sasha Pasulka of Tableau dives into her best tips, tricks and practices for turning your own data into visualizations that make it easy to spot trends and outliers and exponentially increase understanding of enterprise data.
Introducing a voice of the customer program often leads companies to question their readiness to shift towards a customer-centric culture. Are you ready? What is it going to take for your organization to create true transformation?