“Brands need to stop doing surveys to answer questions they already know,” advises Goodman in an interview with Telus International. Find out more about how top brands like Southwest, Zappos and Clorox, a CCMC client, are conducting formal surveys, listening to social media and using VOC to improve service.
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Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices