Voice of the customer

Questions to Consider Before Forming a Customer Advisory Board

I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018.

There are a lot of different ways to listen to customers and employees.

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Checklist: Are you a VoC Champion?

Over the years, I have had the opportunity to be involved with some of the largest - and smallest - Voice of the Customer (VoC) and Net Promoter(tm) programmes. I’ve had the privilege of being part of some great successes, but have also worked on initiatives to rectify some epic fails.   Each experience gave valuable insights in what works and what definitely doesn’t.
 
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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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Futurelab partners with VoC/VoE experts Confirmit

Brussels, Belgium: Nov 6, 2013: Futurelab, Europe’s premier customer-centricity advisors, is please to announce its strategic partnership with Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research.

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Understanding Online Customer Experience: Which Methods Work?

eConsultancy published its second annual Reducing Customer Struggle report, and in a blog post regarding the study, included two charts that revealed marketers’ perceptions on which methods are most effective for discovering problems or issues with the online customer experience, or understanding the online customer experience in general.

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