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VOC: Shifting from Asking to Listening
What is your VOC approach? Are you listening to customers, or still/only asking?As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the...
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The Art and Science of Customer Insights
Brand as business bit: The combination of listening to customers and digging into data is only one of the many fascinating insights revealed in Brad Stone‘s expose on Amazon and its CEO Jeff Bezos, THE...
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Customer Experience Optimization Is a Round Trip
Today I'm pleased to present a guest post from Sarah Simon.This post marks another installment in Sarah's series on lessons from the high country.What the Mountain TeachesMention the phrase “mountain...
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Talk to Your Customers!
Are you listening to your customers and really, really hearing what they're telling you? Don't think that's important? Then be sure to read all the way to the end of this post - the proof is in the...
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What's the Cost of Listening to Customers?
What's the cost of listening to customers?Someone asked me recently about the percentage of revenue that customer-focused companies spend on their VOC initiatives. Although they wanted some guidance on...
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19 Signs Customers Are Just Not That Into You
Have you ever wondered, where did all the customers go?Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is...
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Does It Pay To Listen to the Voice of the Customer?
That's probably a silly question, but I don't feel bad reminding anyone of the answer!Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or...
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Do Customers Know What They Need?
Do customers know what they want or need?Let's start with some definitions. According to Google, want means to have a desire to possess or do (something); wish for; lack or be short of something...
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What’s the Future of Feedback? Stay Tuned…
Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing the concept of Customer Feedback Systems.In it I wrote about how feedback was...
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Transforming the Customer Experience with Big Data
I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.What is big data? and how is it used to deliver a great customer experience?"Big data" has been defined in...
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Listen with the Right Intent
When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they're finished talking?Stephen R. Covey said:Most people do...
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Getting To Know You, Getting To Know More About You
The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people...
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Making Sense of Customer Words
I originally wrote today's post for Confirmit in May 2013. I've made some modifications.How do you make sense of your customers' words?There are not only a ton of different customer listening posts...
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5 Quick Wins for Your Net Promoter™ Programme
When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on...
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The Many Voices of Customer Experience
There are many voices you need to listen to when developing your customer experience strategy.You listen to your customers and to your employees. You do listen to them, right? Both of them?Think those...
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Outside-In vs. Inside-Out Thinking
In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and...
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Grow Your Business through the Power of Listening to Customers
Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them?I was thrilled to be...
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Faster Horses... and Customer Outcomes
Are you asking your customers the right questions?We all know the Henry Ford quote that goes like this:If I had asked people what they wanted, they would have said faster horses. (It's fair to note...
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Best Practices for Delivering Excellent Customer Service Across Channels
Guest post by Veronica French In today’s real-time economy, customers have high customer service expectations. Excellent customer service starts with offering a speedy and seamless experience across...
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Brand Book Bites from Hug Your Haters
The book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketingThe brain: Jay Baer, bestselling author, advisor to more than...
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