Why a VOC program is vital to your B2B business – by Kimberly Holbrook

In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For [...]

By |2018-11-14T04:11:43+00:00November 14th, 2018|CX Measurement|0 Comments

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has [...]

By |2017-12-05T07:23:39+00:00December 5th, 2017|CX Measurement, CX Professionals|6 Comments

How to Embed a Customer Experience Framework 

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]

To deliver sustainable Customer Experiences… STOP looking backwards!

Every January in the UK, the business media tend to get rather excited. Whilst on occasion their excitement is slightly macabre, it is driven by their fascination and obsession with the reporting of retail trading results from the critical festive period during the last three months of the previous year. I may be paying a disservice [...]

By |2017-01-11T06:17:19+00:00January 11th, 2017|CX Leadership, CX Measurement|1 Comment

Voice of the Customer: It’s NOT About You! by Martha Brooke

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, [...]

Mastering Voice of the Customer – the VOC journey

Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance of continuously listening to the perception of the customer. It seems so obvious that a company or business should constantly monitor how its customers feel about what it is doing, but [...]

By |2016-10-06T05:13:52+00:00October 6th, 2016|CX Measurement|0 Comments

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]

Using data to improve customer experience – Ian Golding interview with ReachForce

I recently conducted an interview with ReachForce on the subject of 'using data to improve Customer Experience' - here is what I had to say...   How did you become so passionate about customer experience management? In reality, I think I must have been born with a passion for CX! Apart from it being in [...]

By |2016-04-04T07:36:35+00:00April 4th, 2016|CX Professionals, CX Strategy|0 Comments

Do you know the facts? 4 steps to deploying a customer focussed measurement system

A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts (https://ijgolding.com/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience/) The framework I personally deploy when working with an organisation has three core components – STRATEGY (or proposition); MEASUREMENT (or facts); and PEOPLE (or engagement [...]

By |2015-04-13T13:32:31+00:00April 30th, 2013|Customer Journeys, CX Measurement, General|1 Comment

STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]