VOC and Customer Insights

|VOC and Customer Insights

Voice of the Customer, Customer Insights and Understanding

Are small businesses missing out on Customer Experience as a way to grow?

By |2018-02-03T16:11:31-04:00February 6th, 2018|Categories: VOC and Customer Insights|Tags: , , , , , , |

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 GDP [...]

CXU 2016 Performance Results: Online Courses

By |2017-06-02T09:29:19-04:00February 27th, 2017|Categories: Customer Centricity, CX Strategy, Experience Design, Metrics and ROI, Organizational Adoption of CX, Press Release, VOC and Customer Insights|Tags: , , , , |

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 courses [...]

Millennials and CX: An Infographic

By |2017-06-28T03:48:35-04:00November 1st, 2016|Categories: Infographic, VOC and Customer Insights|Tags: , , |

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.  

What to do When You Hit a Customer Satisfaction Plateau

By |2017-06-02T09:29:20-04:00September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

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 see [...]

The ‘Always On’ Enterprise

By |2017-06-02T09:29:20-04:00September 19th, 2016|Categories: Customer Centricity, Metrics and ROI, VOC and Customer Insights|Tags: , , , |

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 systems [...]

What You Need to Succeed as a VOC Leader

By |2017-06-02T09:29:20-04:00September 14th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

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 [...]

Why Having Guts and Following Your Gut Leads to VOC Success

By |2017-06-02T09:29:24-04:00September 12th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

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 [...]

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