Voice of Customer

What Does It Take to Make an Impact as the Chief Experience Officer?

Allow me to introduce you to Lonnie Mayne, Chief Experience Officer at Mindshare Technologies. As his bio says “Lonnie Mayne influences each and every interaction involving Mindshare’s valued clients—from front-desk greetings to printed marketing materials to everyday sales calls to impromptu gifts of friendship.”

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Building the Button to Nowhere

Have you ever heard of the Bridge to Nowhere? I think most of us have; if you haven't, you will momentarily.

I recently discovered the Button to Nowhere. Have you ever had this happen while using a software platform or a mobile app: You click on a button that seems clearly and intuitively labeled, fully expecting it to do one thing and, instead, it did something else?

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Planning for a Successful Customer Experience Journey

This post was originally published as a guest post on Jim Tincher's Heart of the Customer blog. I have updated it for this repost. As we close out the summer of 2012 travel season, I thought this was a fitting time to share this whimsical post on planning your Customer Experience Journey.

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20 Signs That It's Time for a VOC Redesign

I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we talked through our account review, it became painfully obvious that it was time to scrap what had been designed long ago and start over. It's time for a refresh.

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VoC:What’s Wrong With VoC and How Do You Get It Right? (Part III)

In the first post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback). The key point of that post was captured in Erich’s words: “No-one is really doing VoC surveys with the customer in mind!

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VoC: What’s Wrong With VoC and How Do You Get It Right? (Part II)

In the previous post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback).  The key point of that post was captured in Erich’s words: “No-one is really doing VoC surveys with the customer in mind!” In this post I wish to share/discuss with you the other big issue that came up in my conversation with Eric.  Before that lets just briefly summarise best practice in soliciting customer feedback.

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VoC: What’s Wrong With VoC and How Do You Get It Right? (Part I)

I like the folks at Mindshare Technologies – specialists in customer surveys and enterprise feedback. We share a philosophy, YOLOMAD: you only live once, make a difference. From what I can tell they are passionate about helping companies to get access to the Voice of the Customer and use that to improve the customer experience and cultivate customer loyalty that delivers revenues and profits.

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Ernan Roman on Voice of Customer Marketing

Ernan Roman is one of the leading authorities in Voice of Customer-driven Relationship Marketing and I’m pleased to share my interview with him.

Ernan is President of the eponymous marketing consultancy, Ernan Roman Direct Marketing, (ERDM) which works with innovative Fortune and Growth companies such as Microsoft, NBC Universal, Reliant Energy, and IBM.

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