Are we listening to our customers?
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …
Tag Archives: Voice of the Customer
Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
Building a Strong Voice of the Customer Program (Video)
Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the …
Are we disillusioned about what customers really think?
The Digital Executive is so passionate about Customers that they live for executing a strategy that creates value for the “bottom line”. …
Why is asking unstructured questions important in “voice of the customer” programs?
We are focused on our customers. We are making the transition to understanding the goals and needs from their perspective. …
Is it time to stop surveying customers?
Over the last few years, it seems as if masses of companies have decided to start “measuring” customer experience. They …
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
The best way to understand people is to listen to them and show it to executives
Telling a story is very powerful. Seeing the story, through the eyes of the customer, is even more powerful. Voice …
What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?
Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …
Our donors are empowered and we can’t control that
Donors are absolutely empowered through technology now. That means our donors are as well. It has happened and it is …
Interested in a Voice of the Customer Program? First build executive support
Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all …
How text analytics can shape Voice of the Customer programs
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
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