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Voice of the Customer (VOC)

5 Ways to Improve Your Voice of the Customer Programme

When Was the Last Time You Heard Your Customer’s Voice?

Five Smart Ways to Collect Customer Feedback

4 Principles for a Great Customer Feedback Program

To Respond or Not to Respond to Customer Feedback

The Right Questions to Ask Your Customers

Customer Understanding Is the Key to Growth

A Consistent 98% Customer Satisfaction (CSAT) isn’t Difficult to Achieve

Top 10 Tips for Creating a Successful Customer Survey

How to Get More Customers to Take Your Surveys

What’s Your NPS? A Quick Guide to the Net Promoter Score

15 Ways to Conduct Successful Customer Focus Groups

The 20/5 Rule of Customer Service

Why Customer Satisfaction Surveys Backfire

Customer Experience: How to Capture the Right Customer Insights

Customer Service Surveys: The Good, the Bad and the Ugly!

How to: Listen, Understand and Leverage Customer Voices

How to Use Feedback to Fuel Customer Retention

Achieving a 360 Degree View of Your Customer

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Latest Articles

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Customer Service News

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Knowledge Base

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Manager’s Toolbox

  • What Is Organizational Culture and Why Is It Important?
  • How Can I Improve My Conflict Management Skills?
  • Two Tips for Getting Faster Replies to Your Emails
  • 50 Persistence Quotes that Inspire and Motivate
  • Are You Turning Into Your Old Boss?

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

Editor’s Picks

  • Telephone Customer Service

  • What’s a Customer Worth?

  • Action Ideas to Deal with Difficult Customers

  • Dealing with Customer Complaints – B.L.A.S.T.

  • 20 Essential Customer Service Skills

  • 101 Inspirational Customer Service Quotes

  • Customer Service Facts

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