Let's look back at all the tastiest morsels of Season 1 of Snackable CX. We'll talk hold times, connected customer experiences, Total Experience, and repeat callers. If there's ever a Snackable to be enjoyed, it's this one.

See you soon for Season 2!

Still hungry?

Let us know what you think on Linkedin or by emailing snack@getmindful.com.

Hear more at getmindful.com/podcasts/

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)"

Sam also mentions other resources we have about improving your VoC programs. Here are a few:

• https://getmindful.com/blog/real-life-voice-of-customer-examples/
• https://getmindful.com/blog/how-to-measure-customer-satisfaction/
• https://getmindful.com/blog/using-customer-satisfaction-score-to-empower-agents/

Still hungry?

Let us know what you think on Linkedin or by emailing snack@getmindful.com.

Hear more at getmindful.com/podcasts/

Your customers face tons of touchpoints when it comes to interacting with your brand. And, as a CX practitioner, of course you'd like that to be a nice, seamless experience from start to end. But the silos you're facing are getting in the way. The lack of collaboration is driving distance between these customer interactions. Which causes each team to buckle down on their goals and try to fix what they have control over. Which might be the very definition of a silo.

Catchin' my drift?

So we'll talk through some practical steps to both break down silos and create connected experiences. Because you kind of need both to make any progress for your customers. 

This Snack features Victoria Harrell, Senior Product Marketing Manager at Medallia, dropping some great truth bombs. The episode is based on “The Executive’s Guide to Breaking Silos and Delivering Business Results."

And here are the sources for Victoria's data points:

• https://bloomfire.com/blog/cs-cost-of-poor-customer-service/
• https://www.callcentrehelper.com/counting-the-true-cost-agent-attrition-205142.htm

Still hungry?

Let us know what you think on Linkedin or by emailing snack@getmindful.com.

Hear more at getmindful.com/podcasts/