How To Close the Loop on Customer Feedback: Best Practices for 2021 Can customer feedback improve performance? Absolutely! But that all depends on how ...
Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting ...
Planning for Customer Experience (CX) in 2021 What can you do NOW to get your CX program ready for 2021 What are the key touchpoints you must measure in 2021? ...
What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are ...
What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use ...
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can ...
What Does It Really Mean To Be "Customer-Centric?" Most companies say they’re “customer-centric,” but what does that actually mean? How can you take ...
I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...
After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful ...
