Posts about voice-of-the-customer

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
Sean McDade, PhD | Sep 24, 2018

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Market research was developed a century ago to measure the effectiveness of advertisements ...

Reading time: 5 min
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Listen or Die, Voice of the Customer, Market Research
Sean McDade, PhD | Jul 31, 2018

Lesson #4: Text Analytics Is More Than A VoC Feature — It's An Absolute Must-Have

The following is an edited excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time ...

Reading time: 11 min
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Listen or Die, Voice of the Customer, Text Analytics
Sean McDade, PhD | Jul 17, 2018

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the ...

Reading time: 10 min
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Listen or Die, Customer Experience Measurement, Voice of the Customer
Sean McDade, PhD | May 24, 2018

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

After months of brainstorms, meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer ...

Reading time: 4 min
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Customer Experience, Voice of the Customer
Audrey Squaresky | Dec 5, 2017

Are You There, Company? It's Me, Your Customer.

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response ...

Reading time: 9 min
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Customer Feedback, Voice of the Customer
Pooya Pourak | Oct 25, 2017

12 Reasons to Invest More in Customer Experience

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold ...

Reading time: 8 min
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Voice of the Customer, ROI, Customer Centricity
PeopleMetrics | May 19, 2017

Uncovering Your Customers' Wows and Woes in 10 Steps

  Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer ...

Reading time: 7 min
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Banking Customer Experience, Customer Retention, Customer Engagement, Voice of the Customer, customer journey mapping, Customer Feedback Management
PeopleMetrics | May 10, 2017

5 Steps on Setting Goals for Customer Experience Improvement

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for ...

Reading time: 6 min
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Customer Engagement, Customer Centricity, Voice of the Customer, Customer Experience Improvement
PeopleMetrics | Apr 19, 2017

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage ...

Reading time: 5 min
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Customer Feedback, Customer Engagement, Customer Experience, Voice of the Customer, Banking Customer Experience, Customer Experience Improvement