By Lisa Loftis

For the first time in several years, marketing budgets have declined.  As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives.  Given that the 2017 Rage Study results show a majority of customers with problems experienced rage, and that other research shows that less than one quarter of companies were able to turn VOC insights into business process modifications, businesses clearly need to do more than listen.  Read more about why VOC only helps if you take action.