 | Findings from Aberdeen's January 2012 CEM study revealed that capturing the Voice of the Customer (VoC) is one of the top goals driving today's customer engagement strategies. Companies successfully leveraging VoC programs within their customer management activities accomplish year-over-year performance gains such as a 28.3% increase in annual company revenue and 14.5% increase in customer satisfaction. The analysis will show that tracking, capturing and measuring customer feedback data across multiple channels as well as providing a unified view of this information are key ingredients of Best-in-Class VoC programs. It will also provide insights into the ROI impact of these successful VoC initiatives. Request Free! |
