Steve NattressEptica International Solutions Director Click to read more...
Steve HurstEngage Business Media Editorial Director Click to read more...
The reality of Voice of the Customer in the UK today: What are the current practices and how to get ready for a new area of customer intelligence
Customer experience is the key differentiator and vital for gaining greater loyalty, higher revenues, stronger brand reputation and new customers. To deliver a superior CX it is crucial to know what customers expect, what they think about your brand, and why they behave in certain ways across the customer journey. But how are UK companies managing this today?
In this webinar, we will unveil and delve into the results of the ‘Analysing the Voice of the Customer’ survey undertaken together with Engage Media to gain a clear picture of how UK organisations are performing at the moment. Key findings include:
- While 78% of brands are measuring customer satisfaction, over 8 in 10 are doing this through basic metrics such as NPS, CSAT, and CES.
- These don’t go far enough, for example, 24% of respondents admit that NPS doesn’t provide the full VoC.
- Brands want to analyse customer interactions to get a deeper insight. They want to know Why customers do things, rather than just What they do.
- However, respondents feel that current systems don’t give them real value when it comes to analysing customer interactions. For example, 83 analyse email, but just 12% feel they get value from this exercise.
Empowering your business with customer intelligence
We will then share ideas and practices to help you deliver actionable insights to improve CX and stay ahead of customer expectations.