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An actively disengaged employee costs their organization $3,400 for every $10,000 of salary, or 34 percent. That means that a disgruntled or “checked out” person on staff making $60,000 a year costs their company $20,400 for that same year.
Disengagement costs far more than the cost of acquiring a new customer—due to the added damage done by negative reviews. Dissatisfied customers are at least three times more likely to spread negative messages.
Customer experience pioneer Jeanne Bliss talks about finding her tribe, false positives and career credibility.
If you don’t take the time to use your understructure customer data, it’s a breach of trust. AI finds the blind spots that can kill your VoC program.
Thanks to web 2.0 and social media, people are able to share a high volume of feedback across many sources and channels.