Observed Signal · Mar 4, 2025 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
7 Voice of the Customer Metrics You Shouldn't Ignore
This CMSWire article provides a comprehensive overview of Voice of the Customer (VoC) metrics beyond the traditional NPS, including CES, CSAT, CLI, CLV, Repurchase Ratio, and WYMU. It explains the importance of customer journey mapping and quotes industry experts such as Jeanne Bliss, Fran Brzyski, and Mohan Krishna Mannava on how to effectively leverage VoC data for business growth and customer loyalty. The article emphasizes that VoC is a business necessity, not just a campaign, and advises linking metrics to long-term retention and sustainable growth. It was updated on March 4, 2025.
Provides a comprehensive overview of VoC metrics essential for customer experience management, but is not a breaking news event or major platform update.
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Key Takeaways & Evidence Grounding
- The article outlines seven VoC metrics: NPS, CES, CSAT, CLI, CLV, Repurchase Ratio, and WYMU.
- Jeanne Bliss, former chief customer officer at multiple corporations, advocates for humanizing VoC over treating it as a campaign.
- Fran Brzyski, CEO of Hark, states VoC is essential for business growth and customer loyalty.
- Mohan Krishna Mannava of Upwork suggests that NPS fluctuations should prompt deeper analysis of customer pain points.
- The article was updated on March 4, 2025.
Connected Companies & Entities
3 Entities mapped“Mohan Krishna Mannava, head of customer analytics and insights at Upwork Inc., told CMSWire that fluctuations in NPS should trigger deep div...”
“Amazon is a great example of that. It’s easy to buy something, and which means we’re more likely to do business with them again in the futur...”
“Jeanne Bliss, noted Customer Experience expert, author of four books, and former chief customer officer for Lands' End, Microsoft, Coldwell ...”
Ontology Mapping & Concepts
Related Market Signals & Shifts
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