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Top News In Shift Focus Today - Breaking & Trending Today

Where VoC Programs Are Falling Short (and How to Fix Them)


PHOTO:
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
“VoC and CX programs are broken because they’re not well designed to respond to the customer feedback they collect,” said David Roberts, CEO of Alchemer, which sponsored the Forrester report. “They are focused too heavily on data collection, dashboards and aggregated insights, and not on outcomes. It’s difficult to drive results from aggregated data, especially if it’s 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.” ....

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Detailed text transcripts for TV channel - MSNBC - 20181031:03:28:00

Today. but i know there is some sort of maybe a snafu that happened on the on line space, something that got to kanye west that maybe made him feel some pressure about this. but the president has been out there the last few weeks at rallies and he s mentioned kanye west and jim brown, he s pointed to them as support. we ll see if kanye west does more to explain what it is that s causing him to shift focus. just think back to three weeks ago and that farce in the oval office where 15 minutes or more, the president just sat there. and the whole thing, you had to step back and ask yourself why was this happening. it seemed like the president was putting this little show together to a muse peopl a musm it seemed like a hurricane had ....

Kanye West , Online Space , Shift Focus , Jim Brown , Oval Office , Just Sat ,

Detailed text transcripts for TV channel - MSNBC - 20181031:08:28:00

yeah, and i don t have the full explanation on this for you, brian. i ve been chasing other stories today. but i know there is some sort of maybe a snafu that happened on the on line space, something that got to kanye west that maybe made him feel some pressure about this. but the president has been out there the last few weeks at rallies and he s mentioned kanye west and jim brown, he s pointed to them as support. we ll see if kanye west does more to explain what it is that s causing him to shift focus. just think back to three weeks ago and that farce in the oval office where 15 minutes or more, ....

Brian Williams , Kanye West , Online Space , Shift Focus , Jim Brown , Oval Office ,

Detailed text transcripts for TV channel - MSNBC - 20180927:05:34:00

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 ....

Donald Trump , Life Support , Sexual Assaulter , Julie Swetnick , Brett Kavanaugh Liar , The Democrats , Shift Focus , Brett Kavanaugh Of , Senator Collins , Jeff Flake , Lisa Murkowski ,