The Key Traits of Successful VoC Programmes

Posted by Rant & Rave

It's not about how long you’ve been in business; it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs...
Read More July 11, 2017

Topics: Voice Of The Customer, VoC

Show Me the Money: Calculating the ROI of VoC

Posted by Rant & Rave

Have you ever heard people (even, sometimes, colleagues) describe Voice of the Customer as a bit soft, woolly or a nice to have extra? Rightly or wrongly (and we do think wrongly), these are some of...
Read More October 6, 2016

Topics: Voice Of The Customer, VoC, Customer Engagement Raveolution

The Difference Between VoC Intents & Actions...

Posted by Rant & Rave

We all know it’s incredibly easy to have good intentions. However turning these intentions into actions is a completely different matter. Consider some of the typical resolutions or expectations...
Read More September 21, 2016

Topics: Customer Experience, VoC

Where will Voice of the Customer Be One Year from Now?

Posted by Beth Faller

Our survey says . . . that surveys don’t actually work very well anymore. In fact, average survey response rates today can be as low as 2-5%.
Read More July 21, 2016

Topics: Customer Experience, VoC

How is Voice of the Customer Changing?

Posted by Rew Golding

You know the feeling, your phone pings and you see the words ‘take our survey’ light up your phone inbox.
Read More July 18, 2016

Topics: VoC

Don’t ambush your VoC contributors – they are not idiots!

Posted by Mike McMaster

The suburban idyll at Chez McMaster was disturbed over the weekend – and the upset was caused by a Voice of Customer survey.
Read More December 1, 2014

Topics: Customer Feedback, Blog, Voice Of The Customer, VoC

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