Infographic: The evolution of listening to the Voice of the Customer

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As customer experience management strategies and technologies have matured, so the the ways that companies capture and use customer feedback has changed. 

And the transformation has been radical. 

This infographic, by customer experience management thought leader David Jacques, illustrates some of the shifts that have taken place.

[Click to enlarge]

VoC evolution

About Neil Davey


Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.


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20th Nov 2017 02:34

Very good infographic!
When customers are satisfied or even happy with their experience with your company, they may return as a repeat customer and may tell friends about their experience.
When you want your customers to be fully satisfied with their experience with your business, you want to have the best support agents working on your behalf.

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