Gathering customer feedback is a mainstay in business and a well-designed voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment.

Most companies have recognized the value of VoC and have taken the first steps into collecting open-ended feedback…

The difference between successful and non-successful businesses is that the former understand their customer.

Gartner’s research recently discovered that collecting customer feedback can increase upselling and cross-selling success rates by 15% to 20%.

The same report found that customer feedback can also help decrease the cost of retaining those buyers…

Most customer experience leaders say that they have active VOC programs in place by tracking NPS, asking their customers to complete post-interaction surveys, implementing speech analytics however the results of these programs are not as expected.

Research from Forrester found that 71 percent of respondents said their VOC program was…

This is an “Age of customer” and we come across different buzzwords related to customer-centric initiative, however the two of them have been distinguished as the most important for brands walking their way towards loyal customers- user experience (UX) and customer experience (CX).

Now, you must be thinking both are…

Experience mapping and journey mapping are sometimes used interchangeably, and there are certainly some elements in both that overlap however there are a few very key differences between them that need to be considered when deciding if a journey OR experience map will best serve the needs of your organization.

Getting to know your customer is the first step toward delivering customer-centric products and services and this requires the understanding of journeys customers take to find, engage, and eventually advocate for your product. This helps to create a lasting relationship with customer.

Customer journey maps help you move beyond surface-level…

Vikas Sharma

I am a customer experience enthusiast with mission to discover customer experience challenges and designing programs that really delight customers.

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