Voice of the Customer Insights to Increase CX Effectiveness
Every once in a while we have something intelligent to say in our blog.
Practical Voice of the Customer (VOC) advice to tighten up your existing Customer Experience program and increase your ROI. Read below for tips and tricks.
Meeting Expectations is not the Same as Customer Satisfaction, and Why Does it Even Matter?
Meeting expectations alone does not guarantee satisfaction while failing to meet expectations does not automatically produce dissatisfaction. Know how to tell the difference.
Why build a customer experience movie studio when there is Netflix for your CX program.
Fractional" Doesn't Mean You Get Half an Executive A fractional executive is simply an experienced leader who works with organizations on a part-time basis. Think of it as executive expertise without the executive-sized payroll.
Why "Statistically Significant" doesn't mean what you think it means…except for when it does.
Why "Statistically Significant" Doesn't Mean What You Think It Means…Except For When It Does.
Your Voice of the Customer Program Might Be Theater (And That’s a Problem)
Don’t let your VoC program become socially useless theater production.
Benefits of hiring a fractional CX strategist
Fractional hiring can help keep your voice of the customer program on target and help turn chaos into clarity.
What is wrong with this picture?
Live is too short for bad graphs- don’t let them ruin your data.
Don’t forget the most important part of your customer experience
Engaged and satisfied employees are often a forgotten aspect of complete customer satisfaction. Learn what employees think.
CX Is Like a Dancefloor
Your CX program is just like a DJ set. Use DJ techniques to increase your CX effectiveness
Can you trust NPS? How actionable are intentions?
NPS is based on intention to refer. But intention is not the same thing as action. Learn how to account for the difference.
What psychics can tell us about CX
What a psychic hotline can tell you about customer experience.