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Voice of the Customer
Listening to the Voice of your Customers (VoC). Creating a single source of customer truth.
Customer Experience
Delivering a Return on Customer Experience Investment.
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Seven Ways to Embed Your Enterprise Feedback Management Programme to Drive Sales
Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.
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Ipsos Encyclopedia - Customer Experience Measurement
A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations.
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Enterprise Feedback Management (EFM)
Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.