By Lee Mostari, Head of Customer Transformation at NICE Systems.
A recent study from OFCOM revealed the culture change in how we communicate with each other. Amongst friends and family groups SMS is today the primary channel of communication followed by face-to-face, calls via a mobile phone and social networking sites. This means, if you are implementing or currently run a Voice of the Customer (VoC) programme to gain insight in to your customer experiences, then to you need be sure you are aligning your feedback mechanisms with these channel preferences, if you want to give your organisation the best chance of success.