Voice of the Customer - Customer Retention | Resources

What is Customer Retention

Customer retention refers to the processes and activities of an organization that aim to reduce customer churn and/or prevent customers switching to a competitor. Organizations that understand its benefits and continuously adapt to better keep existing customers are poised to see reduced cost, lower churn rates and improved customer loyalty.

Guide: 5 Steps to Success

Implementing a robust Voice of the Customer program is crucial to creating a positive and consistent customer experience that allows businesses to retain customers, improve profitability and stand out against competitors. While this may seem challenging to organizations less familiar with VoC, building a successful program can be accomplished by focusing on 5 key stages.

Best Practices to Build a VoC Program

Starting a VoC program can seem overwhelming for inexperienced businesses. Fortunately, building a successful program is not as out of reach as many may think and can be accomplish by following 16 best practices. Broken out by four stages these steps can help you build a powerful Voice of the Customer program that delivers a tangible, long term return on investment.