Customer Experience Professionals, may I ask, how is your Voice of
the Customer program going? Are you content? Are things
just humming along and don’t require a lot of attention? Do you
feel like you...
Customer strategists must anticipate all the twists and turns,
ups and downs that can derail their customer strategy. Here are
three tools that can help keep you on track: Have a good ROI
In order to optimize the return of your customer satisfaction
and loyalty program, the insights must be relevant
and aligned with the corporate business strategy. After the
strategic planning process,...
Launching a new voice of the customer initiative is a big
undertaking. Unfortunately too many companies do just that – they
launch! They charge into an initiative without taking the time to
B2B vendors are selected for reasons that vary by buying sector and
company. Vendor size wouldn't always be on a company's short list
of decision criteria, but I believe the size of the vendor plays...
I wonder if you can't quickly check true customer focused
leadership by simply looking for tangible evidence -- the
initiatives, projects, metrics, etc., designed to deliver more
value to customers....
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