You know that listening to and understanding your customers is a make or break for your business.

So when a Harvard Business Review survey found that 72% of CEOs say they understand their customers, but only 35% of customers agreed, it highlights a HUGE perception gap in the customer experience. One that sets brands up for dangerous dips in sales and retention.

Getting VoC right could be the key to a performing contact center. And who doesn't like a good key?

This episode is based on the article, "Voice of Customer: What It Is (And Where Many Go Wrong)"

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