Summary
According to Forrester’s Q2 2020 State Of VoC And CX Measurement Programs Survey, 61% of respondents said their companies don’t have a formal process for closing the customer feedback loop. Companies that fail to follow up with customers miss opportunities to drive business value, strengthen customer loyalty, and gain deeper customer insights. This report will help voice-of-the-customer (VoC) program leaders show the imperative for closing the customer feedback loop.
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