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Customer Experience Management has become established as a method of improving ...
Customer Experience Management has become established as a method of improving
customer retention, reducing costs and creating a customer-centric culture. Research
suggests that businesses who offer the best customer experiences have low customer churn
and higher levels of business from referrals. But customer experiences cannot be managed in
a vacuum. The Voice of the Customer must be tightly integrated to ensure that your customer
experience program is effective and that vital insight is not lost in silos. This white paper
looks at why customer experience programs need to include the Voice of the Customer and
discusses key requirements to ensure that voice speaks clearly.