Being committed to your customer and taking a voice of the customer approach is a current best practice for creating positive customer experiences and building strong relationships. The industry is talking about the importance of VoC, but are we really sharing best practices? Are we sharing the successful strategies? What about those that aren’t so successful and why?
Over the last few months I’ve found myself amidst a flurry of customer surveys. Of course I take them all, not as Erin....