In the February 2016 COI Report, we analyze the industry-level Voice of Customer findings from Q4 2015 and compare with quarter-over-quarter results from the year gone by.
Key trends include:
The results further emphasize the need to focus on specific areas of your customers’ journey, especially the early stages when their perception of your organization is highly dependent on their digital interactions with you.
OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.