Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >
DCG research and articles about: customer feedback
Getting customer feedback is the rage in today’s business world, whether the industry is retail, transportation, consumer packaged goods, banking, telecommunications, government or something else. How many times have you bought something in a store, only to have the checkout clerk circle a URL and ask you to go to a website and provide feedback?… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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