Voice of the Customer, Customer Insights and Understanding
Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016) Produce 44.5% of…
Recently, I purchased a Subaru Outback for my son to use for his internship this summer. I went to the dealer to get an oil change along with some minor work, and overall, I had a good experience. On the improvement side, it took them 40 minutes to get a shuttle to take me to…
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of…
Following our series of infographics depicting generational differences in Customer Experience, here we have GenX, individuals born between 1961 and 1980. Share on twitter Twitter Share on facebook Facebook Share on linkedin LinkedIn
Continuing with our series on how generations demand different Customer Experiences, here we illustrate the CX patterns among people of Generation Z (those born between 1995 and 2012). Check out the previous infographic on Millennials and CX. Share on twitter Twitter Share on facebook Facebook Share on linkedin LinkedIn
Creating a powerful customer experience necessitates understanding the customer segment or the generational differences among consumers. Read more about how Millennials are changing the game in CX in this infographic below. Want to hear more about generational differences and CX? Watch Mohamed Latib in the video. Share on twitter Twitter Share on facebook Facebook Share…
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to…
For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched…
Author’s Note: This is the sixth of a series of six posts about Why You Shouldn’t Be Surprises Your VOC Program is Failing. Failure is only permanent when you decide it is. That statement holds true in any scenario and the truth of it burns deeply when you realize that failure, like success, is ultimately your choice. If your…
Author’s Note: This is the fifth of a series of six posts about Why You Shouldn’t Be Surprises Your VOC Program is Failing. Did your Voice of the Customer (VOC) tool vendor or consultant tell you you’re going to need to have the guts to stand up for your VOC program in the face of challenges and sometimes…
During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square…
Author’s Note: This is the fourth of a series of six posts about Why You Shouldn’t Be Surprises Your VOC Program is Failing. Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources from across the company. And, other people control those resources. Here are just a few examples: Data from…
Author’s Note: This is the third of a series of six posts about Why You Shouldn’t Be Surprised Your VOC Program is Failing. There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of thinking you’re one of them. The best Voice of the Customer (VOC) programs and highest value VOC projects are led by…
Author’s Note: This is the second of a series of six posts about Why You Shouldn’t Be Surprised Your VOC Program is Failing. Every Voice of the Customer (VOC) program needs goals that are clear and measurable. The program itself must be held accountable to generate insights that drive ROI. Otherwise, there is no point in investing in…
Author’s Note: This is the first in a series of six posts on to help VOC professionals build a successful VOC Program. The reported statistics are staggering. More that two out of three Voice of the Customer (VOC) programs fail to deliver actionable insights. While these reports are staggering, they’re not completely unexpected. How many of…
