VOC

Is Net Promoter compliant with GDPR?

One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.

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5 Fails to Avoid with Your VoC Program

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

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Bringing Your #VoC Program up to 2020 Standards

How can you be sure that your VoC initiative stays fresh and relevant?

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

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3 Secrets to #VoC Success

Do you know the top three secrets of VoC success?

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer.

And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.

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How Do You Know When It's Time to Redesign Your VoC Program?

I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016.

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Do You Employ Actionability Thinking in Survey Design?

Today's post is a slightly-updated version of one I originally published on Compellon's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.

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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?

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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.

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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.

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Maybe the Voice of the Customer Isn’t

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.

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