It's high time we introduced another author who has been so kind as to join our MSI blog, namely Esteban Kolsky. A seasoned customer strategist and a researcher, Esteban is a promoter of translating statistics and facts into practical solutions.
Tradition embraces stability. Time honored principles get that way because they have strong track records of success. The tried and true, extrapolated into the future, often looks like a sure thing, while deviating from historical norms can look downright foolish.
What's the next step? How do we put everything we've heard and learned to good use?
This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.
Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that a bank could know what its customers wanted without asking them.