Claire Hill, Director of Customer Services at JD Williams, asks: Are you really listening to the voice of the customer?
Following on from her presentation at the Customer Experience Exchange for Retail, which took place in London last month, Claire discusses the following key steps to creating a successful voice of customer strategy:
- Cross-company Customer Experience Ownership.
- Socializing Customer Feedback and Root Cause Analysis.
- Utilizing Interaction Analytics Data.
- Optimizing the Voice of the Customer.