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Best Practice Database
Customer Service » Customer Relationship Management » Performance Measurement
Metrics, Graphics, Detailed Process Map
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"Capturing the Voice of the Customer: Processes, Practices and Performance"
This 29-slide presentation gives insights into customer interaction processes and strategies employed by top companies. Based on a survey of 108 companies, the study covers: tactics for capturing customer voice, application of Voice of the Customer (VOC) data, most useful types of customer feedback, volume and resolution of customer complaints and tactics for assessing customer perception of products and services. This research originated from Best Practices, LLC's Internet Benchmarking Exchange service.