Listening to the voice of your customers is just the start

Listening to the voice of your customers is just the start

rafi kretchmer
by Rafi Kretchmer
December 15, 2015

 Almost all companies understand the need to collect customer feedback, but…

  • Only 4 out of 5 organizations know how to listen to the Voice of the Customer (VOC), including collecting unstructured feedback, and…
  • Just half of them have the tools and know how to extract valuable information (at-risk customers, process failures, best practices, etc.) from VOC data, and…
  • Only 1 in 5 systematically act on these insights (agent guidance, policy change, customer recovery), but…
  • 4 out of 5 do not regularly measure the impact their VOC driven policies are having.

NICE Voice of the Customer bridges all these gaps, breaking functional silos to create an enterprise-wide program to capture the true Voice of the Customer, understand it, and help you take decisive action.

 

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rafi kretchmer
About the Author
Rafi Kretchmer
As a head of enterprise portfolio marketing for NICE, Rafi Kretchmer is responsible for defining and executing the market strategy for NICE enterprise portfolio, digital marketing & lead generation campaigns. With over 16 years of experience in the communication industry, Rafi is a recognized an industry expert and regularly briefs analysts and delivers sessions on strategic thought-leadership, service innovation and marketing ideation to executive audiences at the world's leading service providers.
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