Archive | Voice of Customer

Is Your VoC Program in Need of An Overhaul?

Blog post by on July 26, 2014

Customer Experience Professionals, may I ask, how is your Voice of the Customer program going? Are you content? Are things just humming along and don’t require a lot of attention? Do you feel like you have a system in …

Customer experience professionals need to embrace a new way of thinking

Blog post by on July 25, 2014

Today, customers expect personalized service, the ability to customize products to serve their unique needs, and immediate gratification. Essentially, customers expect the company to know them, recognize them, and anticipate their current and future needs. These customer expectations are having …

First we count the votes and then we weigh them!

Blog post by on July 24, 2014

I first heard these words years ago while being informed that I had lost a sale: First we count the votes and then we weigh them. Everyone at my sales presentation voted for my proposal except for …

Satisfied Customer? Dissatisfied Customer?

Blog post by on July 17, 2014

Unmasking Customer Attitudes with Sentiment Detection“Customer sentiment” – a customer’s attitude toward a company, its products and services – has long been a highly valued indicator of business health. It’s not difficult to understand why: satisfied customers …