Voice Of Customer Truth: Why Customers Really Leave

Описание: Are you losing customers without knowing why? Most businesses think they understand their customers—but are they really listening? Ignoring Voice of the Customer (VoC) could be costing you revenue and long-term loyalty.

In this episode of Doing CX Right, Stacy Sherman sits down with Tzachi Ben-Sasson, Head of Voice of the Customer at Amdocs, to uncover the real reasons customers leave—and how to fix it. They discuss why traditional metrics like NPS don’t always work, how to correlate customer experience (CX) with revenue, and the power of listening to feedback before it’s too late.

💡 Key Insights:
Why traditional NPS surveys fail in B2B
How to prove ROI from customer feedback
When to start collecting feedback to prevent churn
Simple ways to close the feedback loop

📌 Timestamps:
5:15 Voice of Customer: Tailoring CX to business needs
9:22 Addressing survey fatigue in customer feedback
13:46 Gaining executive buy-in for CX initiatives
18:15 Starting a Voice of Customer program
21:11 Correlating customer experience with financial outcomes
26:08 Leadership advice: Passion drives customer-centric culture
28:37 Believe in yourself and CX impact

💬 What’s one change you can make today to improve how you listen to your customers? Drop your thoughts in the comments!

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👉 Do you want to know if your customer experience creates loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission as others in your industry view you as the gold standard they strive to reach?
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Links:
Website: www.DoingCXRight.com
LinkedIn:   / stacysherman  
Twitter:   / stacysherman  
Podcasts: www.DoingCXRight.com/podcasts