Closing the customer feedback loop, with Liz Miller

Connected & Ready

English - September 01, 2021 09:20 - 40 minutes - 37.3 MB
Business Technology adapting business connected and ready resilience business transformation innovation adapting companies business business ideas microsoft power platform Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed

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Gemma Milne talks with Liz Miller, from Constellation Research, about how vital capturing the voice of the customer is for businesses to build their customer experience, as well as its direct impact on achieving their revenue and growth goals. From how VOC is more than just metrics, to how a VOC program can work in a customer service or sales scenario, Miller shares insights to help you turn your VOC into action.

About Liz Miller:

Liz Miller is Vice President and Principal Analyst at Constellation Research, where she focuses on the business demands of today’s chief marketing officer, the evolution of customer engagement, and the growing need for new security postures that can address threats to brand trust. A 27-year marketing veteran, Miller closely follows the key trends modern CMOs face, ranging from the realities of engagement in the trust economy to how marketing has become enterprise security’s greatest threat and critical champion. She also provides guidance on the leadership, business transformation, and technology requirements for today’s marketing organizations and how to effectively transform business models to stay competitive in the shifting digital landscape.

Learn more:

https://www.constellationr.com/

Topics of discussion

Defining the term “voice of the customer” and why it’s so important (2:54)How VOC intersects with certain specific customer experience channels (6:12)How VOC differs from other metric-driven initiatives with similar goals (10:18)What a feedback management program should look like and what sort of impact should businesses expect (21:05)Strategies for smaller companies to be resourceful with their VOC initiatives (24:24)Illustrating how a VOC program works in a customer service or sales setting (29:52)Relevant trends happening now in terms of VOC (37:21)

Sponsor link

Learn how Dynamics 365 Customer Voice can empower your sales, marketing, and service teams to easily scale feedback capture and personalize customer experiences. Learn more about adding Customer Voice to your existing Dynamics 365 solutions:

http://aka.ms/CandRCustomerVoice

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