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Sarah Kilian | unsplash
The majority of companies are ineffective at working customer feedback into corporate decisions, according to a recent Forrester report on the effectiveness of CX and VoC programs. Only 24% of respondents to the survey said customer feedback is effectively addressed.
Why is there such a disconnect? And what can brands do to address it?
VoC Fix #1: Shift Focus to Outcomes
âVoC and CX programs are broken because theyâre not well designed to respond to the customer feedback they collect,â said David Roberts, CEO of Alchemer, which sponsored the Forrester report. âThey are focused too heavily on data collection, dashboards and aggregated insights, and not on outcomes. Itâs difficult to drive results from aggregated data, especially if itâs centrally managed. These programs need to be designed to close the insights-to-action gap, so that every customer sees the result of their input.â
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meeting women. the whole country has heard donald trump describe exactly where he likes to grab women when he meet them. so with defenders like sexual assaulter donald trump the kavanaugh nomination is now on life support. someone told donald trump that he should not call all of the women making accusations against brett kavanaugh liar as he always does with any woman who makes accusations against him. and so the president tried to shift focus. he tried to do that. he tried to avoid attacking the women, and he tried instead to shift the focus to attacking democrats. donald trump s job today was to try to hold onto the vote of senator susan collins, lisa murkowski and possibly jeff flake, the three republican senators who might, just might not vote for brett kavanaugh s