Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service by John A. Goodman

Author:John A. Goodman
Language: eng
Format: mobi
ISBN: 9780814433898
Publisher: AMACOM
Published: 2014-08-19T14:00:00+00:00

Input into the VOC Process

Less than a third of companies I have visited explicitly require frontline service employees to input information into the VOC process. My diagnosis of this failing is that executives either believe that because it takes little time, the requirement need not be carved out as a separate responsibility or, worse, they have just never thought about it. The problem is that if input into VOC is not formally a part of the job description, the serviceperson will not feel the need to think about it, and supervisors will not feel compelled to evaluate it. The result is that very little input takes place in most companies—and if it does, it is ad hoc.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.