In today’s world of immediate gratification, customers are more demanding than ever before. To keep up with their expectations brands increasingly invest in Voice of the Customer programs that employ a closed-loop process, that starts with listening to the customer.
Introducing Customer News, the groundbreaking solution revolutionising customer engagement and transcending the limits of traditional feedback systems. We're not here to replace them. We're here to complete them. To bring you insights so profound and personal, they were previously thought impossible to capture.
We do everything your typical CX provider does and we also do real Voice of the Customer. Our groundbreaking technology allows you to do all the quantitative you could need with the additional benefit of being able to add qualitative data, at scale and cost effectively.
CX is not a one-size-fits-all. We can provide you with the tools, skills and experience to meet your needs from a soup-to-nuts programme to analysis about your customers' needs - we've got it covered!
In today’s world of immediate gratification, customers are more demanding than ever before. To keep up with their expectations brands increasingly invest in Voice of the Customer programs that employ a closed-loop process, that starts with listening to the customer.
By the simplicity and power of the customer voice we have considerably grown our desire to understand what our customers want from us
The accessibility and speed has essentially transformed our feedback programme
With voice feedback we’ve been able to retain several customers who were ready to leave us. One recent example was a customer who represented half-a-million dollars of lending value. She was very unhappy and we were able to resolve the issue and retain her business. We would never have known about her without the voice feedback program.
Our COO was our most active listener. I think that highlights that this can be set up as part of your daily business process. To start the day with ten minutes saying, ‘what is it customers are telling us,’ would be a really healthy way for people–to go about their day.
in terms of insight, it was instant!
Seeing the written feedback absolutely has impact. But hearing the customer say it takes it to an entirely new level. Listening to a customer give us some positive feedback is just so powerful. It really brings it home and reminds everyone regardless of their role, regardless of whether they’re customer facing or not, regardless of whether they’re part of the executive team or someone on the phones, just how important it is that we remember our customers. It reminds you that these are real people going through real experiences.”
What to do when the novelty wears offEven with all the will in the world and the best intentions, most ongoing feedback programs eventually suffer from a lack of engagement.
EX - Beyond the Employee SurveyPre-pandemic, employee surveys were seen as the route to measuring and improving employee engagement. But what if there was another way to use feedback to improve employee engagement?
The ever-decreasing attention span and what it means for CXThe average human attention span is now shorter than that of a goldfish. What does that mean for CX?
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