Fabrice Martin

Here’s What You Can Learn from Even the Craziest Customer Feedback

When you use the phrase “capturing the voice of the customer”, many immediately think you’re referencing a survey designed for direct feedback. But today...

Earning an “A” for Effortless: Uncovering Insights in Customer Effort

When it comes to brand loyalty, customers punish companies that fail to live up to their promise, but reward companies that deliver the best...

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