Top 10: Voice of Customer

Top 10 most viewed posts published in the past year, for this category.

5 NPS Myths and How to Overcome Them

I first heard of the Net Promoter Score from Fred Reichheld, one of its co-developers, in a talk he gave at a vendor conference. When he stated that “the NPS is the best predictor of business growth,” my interest was piqued. Why? I have...

Customer Feedback Channels Imperative to Customer Experience

*This article was originally published at http://www.reviewtrackers.com/customer-feedback-channels/ Customer feedback comes in many forms. It can be a long, drawn-out Yelp review or a three-word tweet. It can be helpful or it can be brutal. The way businesses find and use feedback is oftentimes a good…

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols....

How to improve listening skills for customer growth

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area Empathy, or your ability to connect with others Collegiality, or your tendency to collaborate and stay transparent…

Turning The Disney Way Into Your Way

Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing the Management Secrets of Disney in Your Company, now in its 3rd edition. The first edition was cited by Fortune...

Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these data...

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a...

Painting is self-discovery. Every good artist paints what he is. —Jackson Pollack Three years ago, MassMutual embarked on a journey to reconnect with its customers. This 165-year-old financial services firm realized that "you can't spray paint excitement" on largely...

3 Ways to Boost Your Customer Service Listening

You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already…

10 Ways of Getting to know Your Customers Better

For business enterprises to be profitable they need to churn out products and services that their customers will like. Getting concrete insights into the minds of customers is extremely difficult. But it is possible to improve customer experience by leveraging information that is acquired...

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