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Understanding the Voice of the Customer
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Customers interact with your brand in many ways through many disparate channels. For example, they interact directly via the website or mobile apps, they call into the contact center, and visit retail locations. They also interact with your brand indirectly by engaging other customers and prospects on a myriad of social networking platforms.
Every one of these distinct interactions is an ingredient in the overall customer experience. Each individual ingredient is important to understanding, and ultimately revealing, the Voice of the Customer.
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HP Autonomy, HP Autonomy:White Paper, Understanding the Voice of the Customer, e-discovery
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