Improving customer experience

Hi all, my name is Elad and I was hoping to share my thoughts & insights about customer service issues in intensive service organizations’ call centers.

As a start, I would like to discuss the importance of getting the Voice Of the Customer (VOC) and I really believe that in order to improve customer experience, organization must listen to the Voice of the Customer (VOC) and adapt all service elements (People, Policy, Procedure, Product) to the rapid changes in customer needs and expectations. Only by doing so, organization will be able to understand what their customers are really thinking/feeling about them. In other words: in order to know what you customers really think and want you just need to ask them.

I would be glad to get your feedback on the above mentioned.

Cheers,
Elad