Using Voice of the Customer to Increase Customer Retention

Anita Toth
Chief Churn Crusher


Customer Success leaders talk a lot about “measuring their customers’ experience” with their company’s brand, products, and services. Their intentions are good – they want to know what their customers think! They may even be taking steps to gather customer feedback through NPS, CSAT, or other surveys, or channels like social media monitoring and product feedback groups. But few CS teams have successfully turned this well-intentioned desire for information into an operationalized Voice of the Customer (VoC) practice – one that’s both measurable and actionable in providing a roadmap for continuous improvement and demonstrates to your customers that you truly value their input. Chief Churn Crusher Anita Toth dives into the many layers of a comprehensive Voice of the Customer program and the potential consequences of leaving one off your priority list.

Watch the recording: