- Apr 24 2018
So When Is No News NOT Good News?
With increasing focus on the customer experience, one might think customers would be more satisfied than ever, but this is simply not the case. Problems are on the rise, negative WOM is increasing, and nearly 25% of customers fail to complain about serious problems because they are so cynical about service. Ignoring this reality puts significant revenue at risk. Brand loyalty increases with happy customers. It’s important to create a VOC that reflects the end to end customer experience using multiple data sources that gather data across the entire customer journey. Read more in this Goodman & Beinhacker article about how to take your VOC to the next level, and find out how one organization leveraged its VOC to enhance customer service and grow revenue.
Chief Research Officer & Partner
With more than 15 years in the CX field, David has a passion for survey design, turning results into action plans and for making the business case to invest in the customer experience.