VOC

Today I'm pleased to present another guest post from Sarah Simon.

"I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who conquers that fear." -Nelson Mandela

I originally wrote this post for Delight's blog on April 29, 2013.

I started a CEM Toolbox series a year ago and only dabbled in it a couple times. Today I'll pick up with a post that was published on Delight's blog and will strive to add to the toolbox a few more times this year.

What is your VOC approach? Are you listening to customers, or still/only asking?

As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the Pacific Time Zone. In the former, we discussed the state of customer experience in Australia, while in the latter, our topic was the shift in VOC efforts, from asking to listening.