The last question we asked customer strategists at Forrester's
Customer Experience Forum was about their top challenges. The list
of choices was taken from Walker's six essential elements for
Impact is what voice-of-the-customer strategies are all about.
Impact on customer relationships. Impact on customer retention.
Impact on customer service. And ultimately, impact on business
In this blog, Harley Manning shares insights on what "separated the
winners from the contenders" in Forrester's Voice of the Customer
Awards. His advice: "If you're running a VoC program, please
What is "it"? Well, "it" can mean many things but in this case,
I am referring to companies that understand the need to keep
key talent in new and creative ways that make the employees want to
Companies are forever in search of a defensible competitive
advantage, one that cannot be replicated or substituted. Sounds
like a monopoly? Sounds like a terrific way to build shareholder