Tips to using analysis to help interpret customer intelligence
Do you conduct analysis to accurately interpret the customer intelligence you gather? Here are some tips to consider when using analysis: Make sure you are clear on what issues or problems you are trying to solve You will need access to the...
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Survey Says ...
Many of our clients use surveys to help them understand part of their customers' experiences. Typically, these surveys include sections that ask about different functional areas within the company - product development, service and support, account...
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An alternative to customer effort score
The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric seems logical. But, before you go adding another question...
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Tips to effectively work with Quality
People in Quality roles need customer intelligence that will align with internal metrics, but offer an external perspective. They need confidence that their efforts will result in a return for the business. In working with Quality, you should:...
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Is your voice of customer program book smart or street smart?
The most effective voice of customer programs are book smart and street smart.  Book smart programs emphasize things such as:  Intense focus on the numbers. Customer-focused metrics are integrated into corporate, functional, and customer...
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