I think there are three types of CEOs when it comes to
voice-of-the-customer strategies:The kind that are focused on other
things - financial management, operational efficiency, or any
number of other...
I recently spoke with a customer experience professional who
described their process for gathering customer feedback, analyzing
the information, and sharing it with others in his company. They
Two key things that can stand in the way of using
voice-of-the-customer information are (1) how insights are
delivered, and (2) what guidance is provided. This was the focus
of two questions we posed...
Social media teams and voice of the customer teams both gather
loads of great insights from customers. So why don't they work
together?By the way, I'm anxious to be proven wrong - so please
Here’s a groundbreaking thought: people love recognition!
Okay, that may be pretty obvious but recognition is one of
those things we never do enough. We all get caught up in our
day-to-day tasks and...