Aberdeen Group – A Best-in-Class Voice of the Customer Strategy: Stop Hoarding Data, Start Putting it to Work

Are you a data hoarder or a data-driven customer advocate?
When it comes to meeting and exceeding customer expectations, the answer to that question is a leading indicator of company success. (Aberdeen Group research, April 2016)

An average business today uses four channels to interact with customers. Are you hoarding data from multiple channels? Or do you have a strategy to deliver consistent and personalized interactions across all channels?

Over the last 3 years, Aberdeen Group has surveyed businesses regarding their customer experience management programs. This trend analysis revealed 3 important ways best-in-class firms capture and manage customer feedback and behavioral data:

1. A single view of customer data is a must-have
2. The right technology can differentiate you from peers hoarding VoC data
3. Personalization is not dead, but it must be interpreted in a new context

You have access to a wealth of customer feedback and insights that can be used to track and manage customer expectations.

Read this report to learn how VoC technology can help you convert feedback and sentiment data into the actionable insights you need to skillfully and effectively manage customer interactions.