quality

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Your Customer Experience is Superficial unless you have the “Q”

By | 2017-10-18T02:44:24+00:00 October 19th, 2017|Categories: CX Strategy, Metrics and ROI|Tags: , , , , |

This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately are: [...]

Why Having Guts and Following Your Gut Leads to VOC Success

By | 2017-06-02T09:29:24+00:00 September 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 [...]