Avoiding the Pitfalls Of Voice of the Customer Software
Voice of the Customer survey software is marketed as the plug-and-play cure-all for improving the customer experience. Unfortunately, successful customer experience program leaders have learned the hard way that these solutions are fraught with pitfalls.
If any of the statements below are true, proceed with caution:
•You don’t have trained data analysts on staff, and don’t have an appetite for hiring.
•You need to drive change across the organization.
•Your survey response rates are dropping and you’re concerned about getting enough feedback.
•Your customers are already over surveyed or receive too many “touches.”
•Your organization requires richer insights and wants to identify root causes of issues.
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