Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. Youre measuring NPS and CSAT, and real-time alerts are coming in. Thats great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that youre actually listening to them?
Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience.
Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you.
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