In the absence of significant product or price differentiation, consumers increasingly choose between companies based on the experiences they can offer. In fact, 80% of consumers reported in a recent Salesforce survey that the customer experience was as important to them as a company’s product or service. This is why product reviews, star ratings, and brand reputation have become valuable assets in the quest to prove to customers that your organization delivers the superior experience.
That’s where Voice of the Customer (VoC) comes in. VoC provides the fuel for exceptional CX delivery by enabling your organization to keep its finger of the pulse of customer needs, expectations, and preferences.
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