Archive | Voice of Customer

Hell hath no fury like a customer scorned

Blog post by on September 1, 2014

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever invested into graphics, messaging, advertising …

Cross-channel customer feedback

Blog post by on August 29, 2014

If you check your bank balance online and then call customer service because you discovered a mistake, chances are that you think of that as two parts of a single customer experience. But in almost every case, …

Naughty, Naughty Radisson

Blog post by on August 14, 2014

I came across something new while doing a customer survey about a recent stay at the Radisson Blu in Chicago. Near the end of the survey, they inserted a page which wasn’t part of the actual customer …

An alternative to customer effort score

Blog post by on August 13, 2014

The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric seems logical. But, before you go adding another …

What did B2C do before NPS?

Blog post by on August 11, 2014

Last week I was approached by an American investment bank. Perfect for InfoQuest I thought. Has to be B2B and all about relationships – long-term; trust; mutual goals; lots of interactions at different levels. But no. They …

In Defense of Anecdotal Evidence

Blog post by on August 10, 2014

During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of online customer reviews describing personal experiences with specific products. …