How Do You Know When It's Time to Redesign Your VoC Program?
CX Journey
MAY 17, 2017
Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements.
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Bringing Your #VoC Program up to 2020 Standards
CX Journey
SEPTEMBER 27, 2017
Yes, even customer listening programs become stale and must be updated. You've made changes to the experience that you want to measure and track; there are emerging trends in the industry and with customer needs; customers change, and new customers come into the fold; and you're offering new products and services.
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On Metrics and Complacency
CX Journey
FEBRUARY 27, 2019
Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.
On Metrics and Complacency
CX Journey
FEBRUARY 27, 2019
Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.
Customer Loyalty: Let’s Talk About 8
Daniel Group
SEPTEMBER 1, 2019
While there’s usually nothing wrong with an 8, Bain & Company, the developers of NPS, report that over 80% of referrals come from customers who score 9 or 10. We’ve found this metric to hold true in our own experience conducting voice-of-customer surveys in B2B industrial markets. Finally, forget about the score.
Customer Experience Leaders & Laggards – What’s the Difference?
Customer Alignment
OCTOBER 2, 2017
We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path. Customer Experience issues are highly visible outside of the organisation.
Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand
Maru Group
AUGUST 3, 2020
Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.
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