Companies should make the customer “everyone’s business,” in 2014, according to Charles Bennett, CEO of training and consulting firm NextTen.
Revamping Voice of the Customer programs is one of the top customer experience trends that can significantly impact companies in the next three years, according to NextTen’s study.
NextTen identified the following 11 Customer Experience trends for 2014:
Renovation of VoC Programs: Large organizations spend millions of dollars/Euros/etc. per year on collecting customer....