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Archive | Voice of Customer

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. …

Is your voice of customer program book smart or street smart?

Blog post by on August 7, 2014

The most effective voice of customer programs are book smart and street smart.  Book smart programs emphasize things such as:  Intense focus on the numbers. Customer-focused metrics are integrated into corporate, functional, and customer level dashboards, and …