Voice of the Customer is one of the most valuable resources you have to understand customer sentiment (are your customers happy). Learn what to ask & when to ask. Listening to your customers not only makes your product better but helps you identify at-risk customers before they churn.

nps follow up questions, closing the loop
Voice of the Customer

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

7 – min read The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers …

nps and customer health are not the same
Voice of the Customer

Why NPS Scoring Isn’t Enough For Customer Success

4 – min read Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring …

How to Get Customer Feedback
Voice of the Customer

Learn How to Get Customer Feedback Easily and Efficiently

4 – min read Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will …

Customer Satisfaction Survey, Customer Feedback
Voice of the Customer

What Is CSAT and How Can It Help You Improve Satisfaction?

4 – min read What is CSAT, what is it good for and how do you track it and use it? In this post, we’ll focus on this important …

Lucid Customer Success Program with Totango Q&A
Voice of the Customer

Getting Started with a Customer Success Program at Lucid

4 – min read   In our latest installment in the CXO Series, we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid …

Think about how to improve NPS if you have scores below 7.
Voice of the Customer

How to Improve NPS: 6 Best Practices for Your CS Team

5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …

Voice of the Customer best practices turn words into action.
Voice of the Customer

6 Voice of the Customer Best Practices You Should Implement

4 – min read Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and …

Customer satisfaction metrics, particularly NPS scores, are useful for B2B enterprises.
Voice of the Customer

Using Customer Satisfaction Metrics: NPS Best Practices

5 – min read There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, …

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