Stacy Sherman

How To Get Voice of Customer & Apply Best Practices

Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch. The same holds...

How To Measure Customer Experience

There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do” but rather a “have to do” to win in a competitive marketplace. Considering the...

Customer Personas…What’s All The Hype?

Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus...

What Is Big Data and Why Should I Care?

Big data has become part of our daily language. We read about big data. We see companies that are "experts in big data." LinkedIn is filled with big data engineers and analysts. But what is big data, where did it come from, and why...

Make It Easy For Customers To Get Help

  Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands...

E-Commerce and Doing CX Right

Image source: Adobe  Not too long ago, consumers had to drive to a retail store in order to buy and get a new product or service. The launch of E-commerce has significantly improved shopper experiences offering more convenience, time savings, expanded product choices and easier access...

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