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Today, less than 2% of organization are considered to be leaders the world with their voice of the customer programs. Due to the low performance in customer service many industries have been subjected to government legislation with many more pending government oversight over the next few years.
To guard against government legislation companies need to quickly become much more customer-centric, to avoid skyrocketing operational costs that comes from government regulation. These costs will have a direct impact on corporate profits. Since consumers have gained more control of sharing poor customer experiences using social media platforms companies can no longer accept poor voice of the customer programs. Waiting to correct the failures is an invitation for regulation and competitive threats.
In this ebook, Dr. Jodie Monger, CEO and President of Customer Relationship Metrics, shares the difference between marketing and customer experience voice of the customer programs and how she evaluates the health and performance of customer experience voice of the customer programs.
“People must learn there is a difference between obtaining marketing insights and customer experience insights,” said Dr. Monger.
This key difference is the basis between the performance of the top performers and all of the rest. The self-assessment is a result of over 20 years of designing customer experience voice of the customer programs by Customer Relationship Metrics’ CEO Dr. Jodie Monger. This ebook highlights best practices to be shared, as well as common points of failure to be avoided.
“Companies are being faced with some unique challenges right now. While some will undoubtedly put off making changes until they can’t avoid it any longer, those that will be the leaders in the new world are starting to shift the way they work immediately,”
For additional insights, you can visit Customer Relationship Metrics' award-winning blog: http://www.metrics.net/
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Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, provides managed contact center analytics and advisory services. Customer Relationship Metrics' business intelligence solutions deliver full turnkey Customer Experience Analytics, Speech Analytics, Social Media Analytics, Text Analytics, and Operational Analytics programs that transform structured and unstructured data into actionable business intelligence. Customer Relationship Metrics uses SaaS data collection and reporting tools combined with academic expertise to significantly lower the in-house total cost of ownership and skilled personnel gap. Founded in 1993, its CEO, Dr. Jodie Monger, invented post-call surveying with the award-winning External Quality Monitoring Program (EQM™) and its proprietary Survey Calibration Process that transcribes customer comments and uses them for analysis and dispositioning data as needed. She was the founding Associate Director of Purdue University's Center for Customer-Driven Quality. They are also a Founding Member of the Customer Experience Professionals Association (CXPA). Learn more: http://www.metrics.net or call 336-288-8226