4/14/2023 0 Comments Voice of the customer programFor example, McDonald’s plans to use less packaging by 2025 based on customer feedback, meaning customer-approved and cost-effective packaging. Improve product strategyĪnalyzing VoC programs gives you data to help you reduce losses while investing in the right product strategy. Studying the outcomes of these changes over time helps you enhance your growth, return on investment (ROI), and other key metrics. Insights from VoC programs allow you to make data-driven changes to your CX strategy. Engaging with positive feedback ensures high customer satisfaction, and negative feedback shows you the gaps to close in your product strategy. Voice of customer programs use technologies, such as artificial intelligence (AI), to identify and gather a massive amount of information from social channels and structure it into actionable insights. A well-implemented VoC program enables you to: Identify positive and negative reviews You can use voice of customer programs to collect and analyze user feedback, make recommendations to CX strategists, and regularly track the outcomes of these efforts to create a distinctive customer experience. LEARN MORE What are the benefits of a voice of customer program?
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