Recorded Webinar: How to Better Understand the Voice of the Customer

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In this webinar we looked at how to better understand the Voice of the Customer and how you can improve your customer feedback surveys.

Agenda

Topics to be discussed

Tips for increasing survey completion rates
The right sample sizes
Avoiding survey fatigue
Really understanding why your customers are calling
Mapping the entire customer journey
Getting to the root cause of problems before they escalate
The importance of recording all interactions
Targeting and addressing issues
Harvesting insight through Voice of the Customer technologies including Interaction Analytics
Use of proactive notifications
Hints and tips from the audience
Winning Tip – “Leave it to the customer, just ask one simple question with a free text box. Analysing the positive/negative sentiment of the comments allows us to drill into the root cause”. Thanks to Chloe9