Most voice-of-the-customer (VoC) programs fail to take advantage of closing the feedback loop at a great cost to their business. It doesn’t just improve CX; it delivers business value as well by reducing churn, and increasing upsell and cross-sell opportunities.
To help CX pros chart their path to a formal process for closing the customer feedback loop, take a look at the Forrester Research report, outlining five best practices for maximizing the value of your VoC program.
The impact of closing the feedback loop on customer lifetime value
Why closing the loop is a requirement for modern VoC programs
How closing the feedback loop reduces churn and leads to cross-sell and upsell opportunities