Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet. Companies known for great customer service go beyond basic data collection — pulling feedback in from a variety of sources, carefully analyzing sentiment and leveraging key takeaways to improve products and services.
http://www.cmswire.com/customer-experience/voice-of-the-customer-decoded-4-tips-to-make-the-most-of-feedback/
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