The future of VOC measurement – don’t let organisations do it themselves!

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially [...]

By |2018-11-23T09:50:42+00:00November 23rd, 2018|Customer retention and loyalty, CX Measurement|1 Comment

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

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

Why Have We Stopped Listening to Our Customers? Guest post by Stephen Hewett

Although I have spent a long time working with clients in the customer experience sector, I think it's vital that we continually challenge the way we listen to and understand our customers. Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, [...]

By |2016-09-30T06:53:23+00:00September 30th, 2016|CX Measurement, Uncategorized|1 Comment

Are you really listening to your customers? The importance of connecting with your customers through conversation

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. It is indisputable that listening to the [...]

By |2016-07-15T08:23:57+00:00July 15th, 2016|Communication Channels, 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 [...]

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey [...]

The customer feedback experience – an experience not to be taken for granted!

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. [...]

By |2015-04-15T13:05:40+00:00April 15th, 2015|CX Measurement, CX Strategy|5 Comments

Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services

I am delighted to introduce a new guest blogger this week - Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term 'Profit Leakage' - as you take the time to read it, you will recognise where many organisations are experiencing it!! I hope you enjoy the post as much as [...]