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The foundation of great customer experience is to listen, analyze, and act.

Totango SuccessBLOCs include best practices, automation, and metrics that matter at every point in your customer journey. The “ VOC Programs” SuccessBLOC is essential for understanding customer sentiment regarding their overall relationship with your brand AND specific experiences at checkpoints along the way.

Once configured, you can:

• Gauge customer experience via CSAT and NPS
• Alert team members of when customers need extra support and follow-up
• And identify bottlenecks in your customer journey programs

Key attributes in this SuccessBLOC include:

• The Customer Journey Stage, which helps you identify where each customer is currently at.
• Onboarding Stage - Define stages within onboarding so you can survey customers when they go live.
• Account Role - Ensure you target the right stakeholders for feedback
• And Key Contact - Identify users within your account base who are important stakeholders to the relationship.

“Run VOC Programs” by Totango: Kick-start a real-time customer feedback loop to improve your journey programs. 

As an alternative, consider the “Improve NPS & Loyalty” SuccessBLOC to focus on relational sentiment in high-touch customer models.