How and Why Your Data Needs to Start Working for You.
"Customer experience (CX) matters more than ever—it has overtaken price and product as the key brand differentiator and now drives more than two-thirds of brand loyalty.
1 As the sum of a customer’s experience with an organization, CX is heavily influenced by customer service. In fact, 89% of consumers report that they will buy more from a company after an exceptional experience.
2 And optimizing the customer experience has grown increasingly complex. Digital channels are proliferating but calls nevertheless remain a priority.
About one-third of customers consider speaking with a knowledgeable and friendly agent to be the most important aspect of customer service,2 making voice critically important; with customers using self-service digital channels to resolve simpler issues, call volumes now consist predominantly of the more severe customer challenges.
To truly optimize customer experience, organizations must capture Voice of Customer (VOC) data from all sources— direct, indirect and inferred—to accurately identify promoters and detractors, understand what’s working and what’s not working, and close the feedback loop."
