Greg Lloyd
The 4 Keys to VoC Success: Key #4 — Continuous Evolution through Research &...
Welcome to the final part of my four-part blog series. So far, I have discussed getting full executive sponsorship, going beyond surveys to build an ongoing customer connection, and making feedback data actionable at the location level. If you’ve been following along, you’ve seen...
The 4 Keys to Voice of the Customer Success: Key #3 – Action at...
We are now on Part Three in this four-part series on VoC success. Check out the first two keys now if you missed them earlier: 1. Get full executive sponsorship and 2. Go beyond surveys to build an ongoing customer connection. These two keys...
The 4 Keys to Voice of the Customer Success: Key #2 – Go Beyond...
In part one of this four-part blog series, I discussed the first key to VoC success:Get full executive sponsorship. Today, I will focus on the second key. Key to Success #2: Go beyond surveys to build an ongoing customer connection Great VoC programs begin with…
The 4 Keys to Voice of the Customer Success: Key #1 – Executive Sponsorship
Developing and launching a Voice of the Customer (VoC) program is no small feat. In fact, it’s a massive undertaking requiring a lot of thought. To do it, you and your team will have to figure out how to help your entire organization adopt...
The 4 Keys to Voice of the Customer Success: Part 1 – Executive Sponsorship
Developing and launching a Voice of the Customer (VoC) program is no small feat. In fact, it’s a massive undertaking requiring a lot of thought. To do it, you and your team will have to figure out how to help your entire organization adopt...
Disengaged Employees? It Starts at the Top
Human Interaction Matters Most The most important stage (or stages) of the customer journey almost always take the form of an interaction with a frontline employee. I’ve seen every angle of the feedback spectrum—from extremely positive or neutral to horrifically negative—and the most common thread...
Six Ways to Become Competitively Customer-Centric in 2014
Customers are faced with more brand choices than ever before. It’s a trend that’s not going away. Restaurants, hotels, stores, and services alike are all growing in variety and choice. There is one thing I’m certain of in today’s evolving marketplace: For any business...
Staff Motivation: 3 Challenges and How to Combat Them
Perhaps it’s because I’m in the customer experience industry, but whenever I enter a retail store or dine at a restaurant or call in to my service provider’s contact center, I have some very definite expectations, one of which is to have a pleasant...
New Year, Fresh Start: 5 Ways to Improve Your Customer Support and Satisfy Inbound...
The holiday season has come and gone—sort of. No one really experiences the holidays as a neatly wrapped package between Black Friday and the New Year, and that's especially true for contact centers, where customers flock for weeks after seeking help with their new...
New Year, Fresh Start: 5 Ways to Improve Your Guest Experience to Keep Them...
While retailers get a lot of attention during the holiday season, food service providers also experience a similarly demanding stretch, thanks to hosting and catering company parties and feeding hurried Christmas shoppers. You likely invested substantial time and resources into creating exceptional dining experiences during...