The Future of Voice of Customer Programmes - from Research to Customer Engagement
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What if you turned your voice of customer programme into a customer engagement programme? ...
What if you turned your voice of customer programme into a customer engagement programme?
Too many VoCPs substitute Net Promoter Score targets for thinking about how this valuable customer touch-point can be used to improve engagement.
This presentation was given in March 2011 at the Directors' Forum on Voice of Customer / Feedback / Customer listening
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