customer feedback

The Many Voices of Customer Experience

There are many voices you need to listen to when developing your customer experience strategy.

You listen to your customers and to your employees. You do listen to them, right? Both of them?

Continue Reading

Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

Continue Reading

Getting To Know You, Getting To Know More About You

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They wanted a series of blog posts that talked to the issues about Analytics that most people were not thinking about – or even considering. 

Continue Reading

Listen with the Right Intent

When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they're finished talking?

Continue Reading

Transforming the Customer Experience with Big Data

I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.

What is big data? and how is it used to deliver a great customer experience?

Continue Reading

What’s the Future of Feedback? Stay Tuned…

Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing  the concept of Customer Feedback Systems.

Continue Reading

Do Customers Know What They Need?

Do customers know what they want or need?

Let's start with some definitions. According to Google, want means to have a desire to possess or do (something); wish for; lack or be short of something desirable or essential. To need something means: a thing that is wanted or required, a necessity or obligation. And a task is something that needs to be completed within a defined period of time.

Continue Reading

Does It Pay To Listen to the Voice of the Customer?

That's probably a silly question, but I don't feel bad reminding anyone of the answer!

Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or not listening) to customers?" In that post, I mentioned that if we don't understand who our customers are, what jobs they are trying to do/achieve, and how well that's going, then we reap none of the benefits of having raving fans - probably because we won't have (m)any. So does it pay to listen? That's what execs want to know!

Continue Reading

19 Signs Customers Are Just Not That Into You

Have you ever wondered, where did all the customers go?

Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?

Continue Reading

What's the Cost of Listening to Customers?

What's the cost of listening to customers?

Someone asked me recently about the percentage of revenue that customer-focused companies spend on their VOC initiatives. Although they wanted some guidance on what to spend on a VOC solution, I thought it was a fair question but one for which I don't have the answer. That didn't bother me much because I do have an answer, just not the one he was looking for.

Continue Reading
Subscribe to RSS - customer feedback